BFS Support Hub

BFS Support Hub

Consolidating fragmented "Get Help" pages into a unified support hub for UC San Diego's Business and Financial Services department that improved user experience, reduced content duplication, and streamlined maintenance.

Role
Digital Media & AI Specialist
Timeline
July 2025 – September 2025
Team
Led independently at UCSD BFS
Key Focus
Figma, CMS, Content Strategy
Situation

Fragmented support experiences

UC San Diego's Business and Financial Services department had multiple "Get Help" pages scattered across finance, billing, equipment management, and other tools within the Blink platform. This fragmentation created confusion for users trying to find support and led to significant maintenance challenges for content authors.

Four existing Get Help pages across BFS divisions

Four separate "Get Help" pages across Accounting, Billing, Finance Administration, and Equipment Management — each inconsistent in layout and content.

Multiple Get Help pages in search results and inconsistent layouts

Left: multiple "Get Help" results surfacing in Blink search. Right: inconsistent layouts with outdated tools like WalkMe still displayed.

Multiple inconsistent pages
Different teams and tools maintained separate "Get Help" pages with varying layouts and outdated information.
No clear central resource
Users couldn't identify which was the official support hub, landing on different pages depending on context.
Duplicated content
Authors copied and pasted content across multiple pages rather than linking to a single source of truth.
Maintenance difficulties
Updates required changing multiple pages, leading to inconsistencies and outdated information.
Task

Design a unified support experience

Create a centralized "Get Help" resource that consolidates essential support information into one accessible location, establishes clear content ownership, and provides a consistent user experience across all Business and Financial Services tools on the Blink platform.

Design Goals
Consolidate
Establish one definitive "Get Help" page that all users and content authors can reference.
Consistent Navigation
Create clear recognition of the official support hub regardless of user entry point.
Reduce Duplication
Guide authors to link to the hub rather than duplicate content across multiple pages.
Improve Maintainability
Streamline content updates and ensure information stays current and accurate.
Action

Creating a centralized hub

I led a comprehensive consolidation effort that involved content auditing, author alignment, and the design and implementation of a universal "Get Help" page with clear navigation and embedded resources.

Figma consolidation canvas showing all Get Help page variants

Figma canvas mapping all existing Get Help pages and consolidation variants during the discovery and audit phase.

Discovery & Audit
Identified all existing pages
Conducted a comprehensive audit across finance, IT, billing, equipment management, and other divisions to map all existing help resources.
Analyzed overlapping content
Reviewed each page to identify redundancies, inconsistencies, and gaps in support information.
Interviewed stakeholders
Spoke with content authors and division leads to understand their needs and pain points with the current system.
Design & Structure
Unified information architecture
Designed a clear content structure that integrated financial, IT, and other service support into logical, easy-to-navigate sections.
Consistent, familiar layout
Established a standardized template with clear visual hierarchy and embedded live links to relevant platform resources.
Universal "Get Help" button
Created a centralized entry point that appears consistently across all Blink tools and contexts.
Coordination & Launch
Aligned with leadership
Coordinated with department managers and subject matter experts to establish content ownership and update protocols.
Developed author guidelines
Created documentation guiding content authors to link to the hub rather than duplicate information.
Launched communication campaign
Informed staff, faculty, and students about the new centralized support hub through targeted outreach.
Get Help placed under left-side navigation

Get Help placed under the left-side navigation for ease of access and visibility.

Blink Divisions page with Get Help in resources nav

Get Help surfaced consistently in the Resources section across Blink division pages.

Result

Simplified, unified support

The consolidation created a clear, consistent support journey that reduced user confusion, minimized content duplication, and streamlined maintenance workflows across all Business and Financial Services tools.

Final unified Get Help page

The final unified "Get Help" page — a single, consistent resource hub replacing all fragmented pages across BFS tools.

Improved User Experience
Faculty, staff, and students now have a single, recognizable place to find all support resources, reducing frustration and search time.
Reduced Content Duplication
Authors now link to the central hub instead of copying content, ensuring consistency and reducing maintenance overhead.
Consistent Platform Experience
Standardized layout and navigation across all BFS tools created a cohesive, professional support experience.
Streamlined Maintenance
Updates can now be made in one place, ensuring support information stays accurate and up-to-date.
Reflection

Key takeaways

Unified strategy is critical
In large institutional platforms, centralization of help content significantly reduces user frustration and improves information accuracy.
Cross-team collaboration matters
Success required alignment across multiple divisions, governance bodies, and stakeholder groups — collaboration was essential.
Clear content ownership enables efficiency
Establishing who owns and maintains each section of content prevented redundancy and ensured accountability.
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