Self-service portal - Amazon Business

Micro-businesses account for 80% of the Amazon Business customer base, including more than a million users in the United States alone. These businesses typically have just a few employees wearing multiple hats, so they need a quick and easy way to make purchases.

Amazon doesn’t provide procurement reps to this segment of users, and their existing support environment contained hundreds of scattered content assets that failed to guide customers through tasks. AB wanted to create a self-service platform that would educate users and simplify the procurement process.

My role

Amazon Business hired me as a consultant to lead the UX content strategy for the platform. I was responsible for information architecture, content delivery, and oversight of two other writers.

Process

Our main stakeholder came prepared with a content audit, so we quickly understood how the universe of support content could be shaped into task-based knowledge areas.

I stood up a content delivery process that centered around two-week sprints, batching legal reviews at key milestones during the project. I created initial content models, assigned topic areas to the writers, and scheduled discovery sessions with product SMEs for each sprint so we could quickly synthesize and deliver each set of content.

The AB team was focused on increasing the number of individual users per customer, so we positioned adding users and creating groups as the building blocks to the rest of the experience. We included details in each topic area about the benefit of users and groups - for example, the ability to create more thorough approvals workflows.