How I helped shape the new Intel Knowledge Article Template (50K+ pages worldwide)
I led the design for the new Knowledge Article Template at Intel. It makes complex information simple to digest. Before, thousands of articles had different designs, they were a mess. This frustrated our users. The team and I created a single, modern solution. We worked with partners in content, engineering and SEO. We tested our ideas directly with users to see what worked best. Our final design is clear, accessible and easy to scan. It helps customers find answers faster. It also improves the entire knowledge ecosystem at Intel.
Intel's knowledge articles provide critical self-help content for millions of users, from consumers troubleshooting hardware to developers integrating Intel technologies. However, the existing article template was outdated, hard to read and inconsistently implemented across products and platforms. This case study details the process of redesigning the Knowledge Article Template to deliver a cleaner, more accessible and scalable experience that supports both users and content authors alike.
Poor readability
Articles were often dense with technical information, presented with little formatting or hierarchy.
Outdated UI
The template was not as responsive as intended, making it less mobile-friendly. Over time, enhancements were done to the template, causing it to be fragmented from Intel's modern design standards.
Inconsistent implementation
Different teams were customizing the template in conflicting ways, leading to large swaths of inconsistency.
Limited authoring flexibility
Content creators and page authors lacked modern, standardized, components to organize information effectively.
We began by auditing the existing experience and gathering both qualitative and quantitative data. From this research, we defined key design principles: Scannability, consistency, modularity and build user trust.
Conditional Logic: Instead of showing every field at once, we used progressive disclosure to guide users through relevant options based on their selections.
Entry Point Consolidation: One unified experience replaced scattered forms across the entire site.
Smart Routing: Back-end logic was mapped early to ensure the form could intelligently route inquiries to the correct team using minimal input.
Stakeholder Input
We worked with support, localization, engineering and global content teams to understand business needs and authoring workflows for an authorable template and a Salesforce CRM driven template.
Content Audit
We analyzed hundreds of existing articles to identify common formats, frequent pain points and opportunities for reusable content blocks.
User Feedback
Input from Intel’s customer support channels and surveys highlighted where users struggled with the current format.
Design System Audit
We identified areas where the article experience diverged from Intel’s evolving modern design system, web standards and accessibility goals.
The UX design process for creating a new Knowledge Article Template began with auditing existing content and gathering feedback from both authors and readers to identify usability gaps. We then developed and tested a new template focused on readability, consistency and accessibility, ensuring users could quickly scan, understand and act on the information.
Visual Design
The final design incorporated our Atomic Design System with prioritized clarity, accessibility, and user friendly content.
Typography and Spacing: Improved line lengths, a universal font ramp for all breakpoints and standardized padding made reading long articles easier.
Component Library: Designed reusable content modules (alerts, troubleshooting steps, code samples, image captions, etc.) for authors.
Mobile Optimization: The layout was restructured for easy navigation on smaller screens, including collapsible sections and improved readability.
Accessibility
We conducted a full, thorough WCAG 2.1 compliance review, with features including:
ARIA labels and semantic HTML.
Keyboard navigation support.
Screen reader testing to ensure all users can navigate the experience.
WCAG 2.1 AA color contrast ratio compliance.
Documentation
To streamline development and remain consistent with the design, we created robust documentation including:
UX specifications for all viewports and interaction states.
Figma file annotated with behavior notes and variant usage.
Authoring guidance and content best practices.
Dev handoff with behavior and accessibility annotations.
The new Knowledge Article Template at Intel is now modern, flexible and makes it much easier to read and understand complex information. By focusing on accessibility and working closely with our partners, we delivered a simple, scalable solution that improves comprehension and makes our entire support ecosystem more efficient for everyone.
99
Accessibility score
100
Best practices score
92
SEO score