How Citizens rebuilt their help center into something users could actually follow

The situation

Citizens is an EdTech platform that helps schools track student citizenship achievements and curricula. Their help center existed but was incomplete and hard to navigate — articles were missing, content was inconsistent, and there were no product images or GIFs to guide users through the platform visually. For a product used by educators who need to move quickly and don’t have time to decode unclear documentation, the help center wasn’t doing its job.

What we did

We audited the existing help center, identified the gaps, and rebuilt the content structure so it was complete, consistent, and easy to navigate. Articles were rewritten in plain, accessible language suited to an educator audience. We created product images and GIFs to walk users through key workflows visually — making the documentation useful for people who learn better by seeing than reading.

Beyond the content work, we brought project coordination across multiple contributors — keeping the work moving, the quality consistent, and the detail sharp throughout.

The result

Citizens now has a help center that’s complete, navigable, and visually clear — one that meets educators where they are and works as a genuine resource rather than a placeholder.

“Mel has been a fantastic consultant for Citizens, supporting us across our help centre and website updates. I’ve been super impressed by her ability to project manage complex work, bringing together different people and talents for what we needed, all while keeping a sharp eye on the detail. She took the time to understand what Citizens does and what we are trying to build, and brought a calm and highly experienced hand to every part of the work. When a third party contractor wasn’t quite delivering what we needed, Mel stepped in to address it — before I even had time to raise it. I’d happily recommend Mel to any team looking for someone thoughtful, organised, trustworthy and deeply capable.”

— Matthew, CEO — Citizens

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