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Help System Designer
mid · Technology / Software Development
We are seeking a Help System Designer to develop clear, effective, and user centric help and guidance experiences across LexisNexis products. This role focuses on creating and maintaining product help systems including in-app support articles, structured help content, contextual guidance, and onboarding materials. Working closely with UX Designers, Product Managers, and Research teams, the Help System Designer ensures users can quickly find, understand, and act on information that supports their workflow.
The ideal candidate has strong information design skills, a user centered approach, and experience creating help-content within complex digital products. Familiarity with user research insights, content frameworks, and knowledge of interactive help tools is highly preferred.
Accountabilities:
Help Content Design & Production
Create, structure, and maintain in product help materials, including:
Help articles
Contextual tooltips
Task based guides
User assistance templates
Translate complex workflows and product features into clear, concise, user-friendly content.
Ensure help documentation supports product goals and improves user understanding.
User-Centered Information Design
Apply user centered design principles to information architecture, help taxonomies, and content structure.
Conduct iterative improvements based on user feedback, analytics, and research insights.
Work with UX Researchers to understand user needs and pain points related to support and guidance.
Cross Functional Collaboration
Partner with Product Managers to ensure help content aligns with feature functionality, intent, and release timelines.
Collaborate with UX Designers to embed help and guidance at the right moments in the user journey.
Coordinate with Content Designers and Customer Support to ensure consistency across product and external help channels.
Quality & Standards
Follow LexisNexis content and design system guidelines to ensure clarity, consistency, and accessibility.
Maintain and update help content libraries, templates, and standards.
Ensure all help materials meet WCAG and usability requirements.
Data Driven Improvements
Use analytics, search data, and support metrics to identify gaps or opportunities for help content improvement.
Test help content with users in partnership with UX Research.
Iterate content based on findings and performance indicators.
Qualifications:
Bachelor's Degree in IT-related course (e.g., Computer Science, Information Technology, Information Systems).
2–4 years of experience as a Help System Designer, UX Writer, Technical Writer, Content Designer, or similar role.
Familiarity with Pendo or similar digital adoption and product guidance platforms.
Experience creating product onboarding experiences, walkthroughs, user guides, help content, or in-product guidance.
Demonstrated experience creating animated instructional content, explainer videos, product walkthroughs, onboarding videos, or motion-based learning experiences.
Understanding of UX principles, content design, and user-centered frameworks such as Personas, Jobs-to-Be-Done (JTBD), and Journey Mapping.
Strong writing, content structuring, and information architecture skills, with the ability to simplify complex concepts for end users.
Strong ownership and accountability with exceptional attention to detail.
Excellent communication and collaboration skills, including the confidence to present ideas and conduct product walkthroughs with stakeholders.
Ability to translate complex product features into clear, concise, and user-friendly guidance.
Curious, proactive, and eager to learn new tools, technologies, and processes.
Receptive to feedback and able to iterate quickly in a fast-paced environment.
Strong stakeholder management and cross-functional partnership skills.
Experience using help authoring tools, knowledge bases, content management systems, or in-product guidance platforms.
Understanding of analytics and experience using user feedback, engagement metrics, or behavioral data to improve content and onboarding experiences.
Knowledge of accessibility standards (WCAG) and inclusive content design best practices.
Experience creating product walkthroughs, onboarding flows, guided tours, tooltips, or self-service user support content.
Strong portfolio showcasing help content, user assistance systems, product onboarding experiences, information architecture, or structured content design.
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
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