Understanding the legacy experience
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 However, the existing article template was outdated, hard to read and inconsistently implemented across products and platforms.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Outdated UI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.
The goal: Build a user-centered MVP
The redesign aimed to create an MVP experience that would improve readability and user comprehension, provide structure and consistency across all articles and empower authors with modular, flexible components.
Discovery & planning
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.
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.
UX design process
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.
Wireframing
We created low fidelity wireframes to explore a content-first experience with modular components.
Expandable Sections: Users could quickly scan the page, expanding only what was relevant to them.
Visual Hierarchy: Clearly defined headers, callouts and code blocks helped structure complex, developer focused content.
Contextual Support: Related articles, support links and feedback modules were designed to increase engagement and help users take successful next steps.
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.
Takeaways
The Knowledge Article Template redesign demonstrated how even behind-the-scenes infrastructure like content templates can dramatically impact the end-user experience. Through thoughtful design, stakeholder alignment and accessibility-first thinking, we delivered a modern, modular and scalable system that improves comprehension, trust and efficiency across Intel’s entire support ecosystem.