ux case study: redesigning the help portal

the challenge
OVH’s support content was scattered across multiple systems, making it hard for clients to find answers quickly. outdated interfaces, inconsistent publishing workflows, and a patchwork of search solutions led to higher call volumes and frustration. the technical writing team also struggled with inefficient content management and translation processes.

the goal
we aimed to build a unified help portal that integrates guides, community-based tutorials, a dedicated forum, and a revamped idea box. a single, prominent search field would provide simultaneous access to all content, reducing user confusion and support calls.

the approach
we mapped user journeys, interviewed clients and support staff, and identified points where users abandoned the site. content audits revealed duplication and missing updates, while feedback showed high demand for a user-friendly wizard. throughout wireframing and prototyping, we prioritized clear information hierarchy, easy navigation, and streamlined publishing tools.

the solution
the new design centers on a single “support” page, unifying guides, tutorials, and community results. a wizard walks users step by step through product selection and offers tailored help. guides are now organized by product, with secondary filtering for first steps or troubleshooting. community tutorials rely on tags, ratings, and comments. an idea box invites feature suggestions, and the status page, mailing lists, and partner information are accessible in one place.

the outcome
by consolidating everything into one system, ovh can deliver consistent support resources, improve discoverability, and manage content more efficiently. users can easily navigate, find answers, and submit new ideas, reducing calls and boosting satisfaction.