Improving troubleshooting and Support Hub article experiences

Autodesk

ROLE
UX Designer, Researcher
July - Sept 2026
Figma, UserTesting
Product Manager, Content Designers, Software Engineers
DATE
TEAM
TOOLS
Autodesk Support Hub articles used a static layout that made complex troubleshooting content difficult to scan and understand. Because each article had different content needs, the existing structure did not clearly guide customers through multiple solutions or help them decide what to try next. I redesigned the experience and introduced reusable templates that could adapt to different support articles while improving readability and consistency.

I led the project from research through engineering handoff, including usability testing and an A/B test with eight customers. The final design introduced a scannable, option-based structure, improved search discoverability, and responsive layouts across desktop, tablet, and mobile. Participants rated the ease of scanning and comparing solutions 4.38 out of 5 and their confidence in selecting a solution 4.5 out of 5.
This project is under NDA. Please email me at nsteph17@gmail.com to view the case study.
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Moving Forward
Clear structure matters more than visual polish alone
Reusable templates need flexibility, not just consistency
Making content easier to scan was only part of the solution. Research showed that users also needed to understand how options related to one another, including whether they should follow them in order or choose only one. This reinforced the importance of making the logic behind a layout as clear as its visual hierarchy.
Support articles vary widely in complexity and content. Designing a scalable system meant creating shared patterns that could maintain consistency while adapting to different article types, screen sizes, and troubleshooting needs.