Fivetran: Self Service + Support

Project overview

Self Service + Support brings help content into the context of the page users are on, with the goal of reducing support tickets and customer service outreach. As part of this work, I led discovery and refinement workshops to identify opportunities throughout the product where a closer connection between the page context and Fivetran's rich documentation could improve deflection.

Key work

• Led cross-functional workshops to help engage stakeholders and surface opportunities.
• Designed, scalable in-context support content across key Fivetran pages.
• Set the long-term vision for enhanced deflection systems, including AI chat experiences and contextual hints.