Overview
A mobile-first interactive documentation portal for members. Covers gameplay guides, transaction tutorials, FAQ, and strategy tips — updated in real-time by admins without redeployment.
Problem Statement
The customer service team receives 60%+ repetitive questions because there is no easily accessible self-service documentation. Members get frustrated waiting for CS responses.
Goals & Objectives
- Reduce repetitive CS tickets by 60% within 90 days
- Provide documentation findable within < 3 clicks
- Allow admins to update content without developers
- Increase member satisfaction (CSAT) through self-service
User Personas
N
New Member
Easy-to-understand step-by-step guides
A
Active Member
Quick reference for rules and strategy tips
C
Content Admin
Update guides without involving the developer team
Feature Requirements
4 Must Have1 Should Have
F-07.1
Documentation CMS
Must Have
Admins can create, edit, and publish guide articles without coding
F-07.2
Smart Search
Must Have
Full-text search with keyword suggestions and result highlighting
F-07.3
Category & Navigation
Must Have
Hierarchical category structure: Getting Started, Transactions, Bonuses, FAQ
F-07.4
Mobile-First UI
Must Have
Optimal display on mobile with large fonts and thumb-friendly navigation
F-07.5
Article Feedback
Should Have
Helpful/not helpful button per article to identify content needing improvement
Success Metrics & KPIs
1
Repetitive CS tickets down 60%
2
Articles found within < 3 clicks
3
Average reading time > 2 minutes (relevant content indicator)
4
Member CSAT increases 20 points
Interested in Member Guide?
Contact our team to request early access, a demo, or more information about this product.