During onboarding, new customers hit the same three walls on every call.
The artifacts weren’t assigned. I watched the same walls stop the same customers on every call, mapped where each failure actually came from, and built the reference that should have existed.
The closest thing to a reference was an 86-page PDF nobody could get through under deadline.
The interface used names people hadn’t encountered, so basic questions turned into support tickets. Customers couldn’t always interpret what a measurement or output actually meant, so they second-guessed their own numbers. The document assistant kept getting asked to do things it wasn’t built for, which set wrong expectations early.
The onboarding walls: interface terms people hadn’t encountered, output they couldn’t interpret, and a document assistant being asked to do things it wasn’t built for.
Each structured around the sequence a new user actually follows.
The UI Terms Glossary follows onboarding order, because new users navigate sequentially. The Workflow and Output Glossary covers measurement classification and detection output in plain language. The Chat Prompt Library opens with a framing page that corrects the most common misuse pattern before anyone touches a prompt: 81 pages, organized by CSI division, 12 divisions, 9 prompt types, 108 ready-to-use prompts.
The three artifacts. One wall each: UI Terms Glossary, Workflow & Output Glossary, Chat Prompt Library.
The Chat Prompt Library: 108 prompts by CSI division. Opens with a framing page correcting the most common misuse pattern.
Each structural decision was a content strategy call.
Structure was the strategy. The glossary sequence maps to the order a customer onboards. The prompt library leads with framing because the misuse pattern costs more than any missing prompt. All three are live in the public Help Center, in weekly use across pilot and onboarding. The reuse is the proof.
Structure as content strategy: glossary ordered by onboarding sequence, prompt library framed around the most common misuse pattern. Each decision maps to how a customer moves through the product.