At MailChimp, we spend a lot of time thinking about our users, and we strive to design our technical content with empathy and understanding for them. But we know that despite our best, most educated efforts, there’s still a human factor that’s difficult to account for. Our users are human, and they play an active …

My content strategy responsibilities for MailChimp’s Knowledge Base have recently grown to include user research. As a part of that research, I want to learn who uses the KB and what they find helpful, extraneous, or missing. Then, I’ll translate the findings into actionable personas the KB team can use to stay user-focused when we …