Expensify Resource Center: Redesigning the Learning Experience
Overview
In 2023, I led the UX research and design efforts to create a centralized Resource Center for Expensify. The project aimed to transform scattered learning materials into an organized, intuitive knowledge hub that would enhance user onboarding and ongoing support.
The Challenge
Expensify faced significant hurdles in delivering educational content to its users. Learning materials, case studies, tools, videos, and guides were distributed across multiple locations without a unified structure. This fragmentation led to:
Inefficient user onboarding
Poor resource discoverability
Inconsistent learning experiences
Increased support ticket volume
User frustration and confusion
Research & Discovery
Competitive Analysis
I conducted an extensive analysis focusing on two key areas:
Direct Competitors
Evaluated resource centers of major expense management platforms
Analyzed content organization and delivery methods
Identified common user pain points and solutions
“Other World” Research This innovative approach looked beyond direct competitors to identify best-in-class resource centers across industries. By studying organizations known for exceptional knowledge management, we gained fresh perspectives on:
Content hierarchy
Navigation patterns
User engagement strategies
Search functionality
User Research
Through user interviews and behavior analysis, we identified critical needs:
Quick access to getting-started guides
Clear pathways to advanced features
Contextual help during task completion
Easy-to-find troubleshooting resources
The Solution
Information Architecture
The new Resource Center was built on three core principles:
Logical Organization: Content grouped by user goals rather than document types
Progressive Discovery: From basic to advanced topics
Contextual Relevance: Related resources easily accessible
Key Features
Topic-based navigation
Robust search functionality
Clear content categorization
Integrated video tutorials
Interactive guides
Progress tracking
Implementation Strategy
The project was executed in phases:
Content audit and reorganization
Information architecture development
User interface design
Content migration
User testing and refinement
Results & Impact
The Resource Center launch resulted in:
Improved user onboarding experience
Reduced support tickets for basic issues
Positive user feedback on content accessibility
Enhanced self-service capabilities
Learnings & Future Vision
What Worked Well
“Other World” research approach provided valuable insights
Phased implementation allowed for iterative improvements
Strong collaboration with content team
Challenges Faced
Content migration complexity
Balancing depth vs. discoverability
Maintaining consistent voice across resources
Future Recommendations
Two-track approach for LMS redesign:
Quick Wins
Improved search functionality
Better content tagging
Enhanced mobile experience
Long-term Vision
Personalized learning paths
Interactive assessments
Progress tracking
Community integration
Lessons Learned
Research beyond industry boundaries yields innovative solutions
User-centered organization trumps traditional content hierarchies
Continuous feedback loops are essential for resource center success
