This could have been treated as a visual refresh of a dated support page. The deeper problem was discovery in context. Enterprise users arrive with a specific product or issue in mind, so they need to find relevant content quickly and trust that it applies to their situation. Documents, videos, and community knowledge were all valuable — but there was no coherent, product-led way to move between them.

The design challenge was to create an experience that could preserve product context across the journey, make dense technical content easier to scan, filter, and compare, and provide clear routes into documents, videos, and community resources.

I reviewed the existing support experience, worked with the product manager to understand the goals of the Knowledge Tile initiative, and collaborated with developers to understand implementation constraints. That work reframed the project from a visual refresh into an information architecture and content discovery challenge.

I approached the Knowledge Tile Experience as a phased support discovery system. Each phase adapted the shared framework to the needs of a different content type, while keeping the overall experience consistent. I iterated with product managers, developers, and users as it moved from MVP to shipped product.

The final design connected four parts of the support experience around a single, reusable Knowledge Tile pattern — a way to surface different support resources while keeping users oriented within the product context.

The Knowledge Tile Experience shipped in December 2021 as part of the HPE Support Portal. The confirmed outcome is that the work moved from research and iteration into a live enterprise support environment — giving customers a more structured way to access product-led support resources, and giving the platform a scalable framework for surfacing documents, videos, and community knowledge.

This was an early example of the enterprise UX work I have continued to specialise in: complex systems, dense information, multiple user goals, and the need to create clarity within an existing platform ecosystem. It helped me think more systematically about how different content types shape user behaviour, and reinforced the importance of designing around context, trust, and scanability. Whether designing support portals, operational tools, scheduling workflows, or payment experiences, the same principle applies: users need systems that reduce ambiguity, preserve context, and help them take the next right action with confidence.