How Ouico built a bilingual help center ready for their first wave of users

The situation

Ouico is a Canadian marketplace connecting clients with service providers across digital and physical services. As they prepared to onboard their first users, they needed a support system and help center that could serve a bilingual Canadian audience — in both English and French — from day one.

What we did

We set up their Zendesk environment and built their help center with both English and Canadian French content — mapping which features and flows needed documentation to support first-time users on both sides of the marketplace. Articles were written with clarity and plain language in mind, and we created custom GIFs to walk users through key product interactions visually, making the content accessible regardless of reading preference.

The French content was produced to a ready-to-publish standard — not a rough translation, but properly localized for a Canadian French audience, including terminology specific to the Ouico platform.

The result

Ouico launched with a complete, bilingual support infrastructure ready for their first users — with visual guides, clear documentation, and the right content mapped to the right parts of their product.

“Tovana was great at understanding which features needed to be mapped in our support system and help center to help support our first users. Their GIF creation and multilingual articles are a very nice touch.”

— Franck, CEO — Ouico

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