bCode had developed a unique mobile scanning technology which can be used to deliver and authenticate tickets, coupons, loyalty identities and payment credentials to any type of mobile device, including feature phones.

The challenge bCODE had was educating their rapidly increasing customer base about a multi-faceted and complex product. They engaged Kickstand to design an online Knowledge Base that could keep customers up to date with the latest product information, so reducing the load on internal teams.

We began with a series of card sorting workshops, in person with the Sydney team and online for staff based overseas. Working together, we documented all internal knowledge about the product and how it worked. We then grouped information into logical affinity groups to develop a hierarchy around this complex content.

Using the information gathered during these workshops, Kickstand designed a structure around this large amount of existing technical content to create an intuitive and scalable website information architecture for the Knowledge Base.

‍