Context & Objective

Customers using Visma Løn rely heavily on support materials and guides to complete their payroll-related tasks. However, user feedback revealed a consistent issue:

"The guides are important — but we can’t find the right one when we need it."

The objective of this project was to roll out a new Help Center and in-app widget, improving both access and relevance of help content. The goal was to ensure that help is discoverable, timely, and contextual, while also supporting internal documentation workflows and knowledge-sharing across teams.

The project also aimed to increase the use of quantitative user data and encourage tighter collaboration between Customer Care and content owners.

My Role

• UX Designer, Research Facilitator & Project Manager
• Participated in early testing and rollout of the widget
• Gathered and analyzed large-scale user feedback
• Synthesized pain points into actionable insights
• Facilitated cross-team collaboration with stakeholders from Customer Care, Marcom, and content owners
• Set up and configured Algolia search indexing for both the Help Center and in-app widget with synonyms and tagging
• Structured and maintained content in a CMS environment

User Research

A major part of the project was grounded in qualitative and quantitative feedback:

• A large-scale user survey resulted in over 500 data points, collected and clustered via post-its
• Follow-up interviews and conversations with internal content owners validated key patterns
• Internal feedback sessions confirmed that even power users struggled to find help when needed
• Stakeholder Helle Valsø reviewed specific guides and was enthusiastic about the added value of the widget

In addition, an internal Marcom presentation helped align messaging and ownership across departments.

Personas & Journeys

Primary persona:

• Payroll administrator or HR staff using Visma Løn
• Often under time pressure
• Needs quick, reliable answers inside their workflow
• Frustrated by irrelevant or hard-to-find documentation

The journey focused on:

Encountering a task → Needing clarification → Searching help → Success/failure → Outcome

Design Solution

The project resulted in:

• A fully functional in-app help widget, now live in Visma Løn
• A reorganized Help Center structure for better content discoverability
• Visual and interactive guidance embedded in product context
• Foundations for future work with guide analytics and tracking

Documentation of this work is available in “Dokumentation In-app hjælp process”.

Technical Setup & Search Optimization

To ensure users could quickly find relevant content, I set up and configured Algolia (CMS) as the search engine powering the Help Center.

This included:

• Defining the content indexing structure
• Tagging guides and metadata to support filtered and contextual search
• Collaborating with developers to integrate Algolia into both the Help Center and the in-app widget
• Testing performance and refining keyword behavior to optimize relevance
• Structuring the CMS content model to align with user needs and search behavior
• Collaborating with developers to ensure dynamic content rendering inside the product interface

The integration of Algolia made search faster, smarter, and context-aware, directly addressing one of the core user pain points.

Outcome & Learnings

• In-app help widget successfully rolled out in Visma Løn
• Improved visibility of existing support content
• Stronger foundation for data-driven documentation improvements
• Enabled closer collaboration between Customer Care and content creators
• Set the stage for scalable in-app support in other products

Context matters. Help content is only useful when users can find it — and trust it — in the moment they need it.

Tools Used

• Figma - UI design and prototyping
• Confluence / Notion – Documentation and content workflows
• Internal testing tools – Widget review and iteration
• Miro – Research synthesis and clustering
• Agolia CMS System