Why?

I'm quite taken with Industry of All Nations. It's rare to find an ethical company selling items I'm fond of.

As a customer, I've enjoyed talking with Mike (from Operations) at the HQ Archive Sale and folks from your retail stores and support. The vibes I get from their honesty, comfort, and connection with the process and products have made me want to work with IOAN. Our values and style align; I'm excited by the prospect of doing business with a business doing it the right way.

About this IOAN help center

My first impression of industryofallnations.com is that it looks great. Elegant in its simplicity, consistent with your clothes, shops, and philosophy. I found your products themselves beautifully presented, easy to explore, and well organized.

Though, as a new customer, it took me a while to find all of the additional information I was seeking. In your stores, I asked associates and got direct assistance. On your site and social media, I ultimately found the answers to most of my questions, but over time and after some digging. I had some fun running a mini usability test among friends and family, which corroborated my difficulties. I noticed that your FAQs, videos, project info, and valuable insights aren't appearing in IOAN's site search results, for example.

Also, your search icon seems to disappear after logging in on a computer.

I appreciate your accessibility statement and efforts; I'm very pleased to see accessiBe and your concisely written FAQs. I'd love to make all details of your story and support (external and internal) as seamlessly navigated and accessed as your product pages.

So, I created this help center sample: the foundation of an IOAN customer support knowledge base. Please imagine links to here (where you currently direct to your FAQs), after I've either integrated this content into your current domain and Shopify site or set it up on a subdomain such as help.industryofallnations.com.

Click around! Ask me anything; I'd love to hear your thoughts.

Some more detail

I started by tweaking your FAQs for ease and clarity, then consolidated and expounded upon content I found across your media. It's an incomplete picture, of course; I'd keep building this, and more, out for you. I understand if you haven't time to peruse the whole help center, so here's a smaller selection of articles to give you an idea:

Are your products Men's, Women's, or Unisex sizes? Your garment-specific size charts are excellent. I ensured no one misses them. I added sizes to the title, as it's what your answer largely covers.
What are the care instructions for IOAN clothes? In the paragraph within your FAQs, I first found these tricky to understand. I broke it into smaller parts for those who need it. I also linked product pages and related articles, preempting additional questions.
How do I create or access my account? Your process is impressively intuitive. In my experience, some folks still get confused, and often too embarrassed to ask. This article lets them self-help, confirms their question's validity, and highlights IOAN's interest in assisting.
How do I learn more about each product? The noise on many other online stores has subconsciously trained me to stop on a product page once I've reached related product recommendations. This was causing me (and everyone else I tested) to miss the specific, well-curated further info feature lower on IOAN product pages, which answers multiple questions that we'd been going to the FAQs for. My article introduced it to each person: "Oh, look at that; how cool!" was the general response to discovering that feature. I want to make sure many others don't miss your elegantly displayed info.
Can I see any of your production process? This gives another opportunity to experience the great inside views you've shared, and mention that more can be found, on each product page and across your media.

Additional help center benefits

Reduced call and ticket load
Faster and more consistent issue resolution
Ability to share an individual help center article to answer a question
- On your main site, social media, emails, tickets, etc.
- When an article is updated, past links will still direct viewers to the most current answers
Search engines returning individual article pages, answering specific questions faster
Searchability and cross-linking within the IOAN help center
Cohesion within each article, including images, videos, and anything else for full context
- Product mentions linking directly to their industryofallnations.com pages, saving visitors the time of searching for them
Organization of topics by categories
Visitors able to easily self service at any hour
Feedback on what's shared
Support for your ticket management
Demonstrated willingness to assist

Platform & further resources

ioanhelp.steviezeigler.com is a malleable illustration of my notes. What you see could be its functional form (set at your own subdomain), or I can integrate it into your current Shopify site, or on Intercom, Zendesk, Notion, etc.; virtually any platform you prefer. I currently have it outfitted with Google Analytics.

I can similarly create internal knowledge to increase efficiency: restricted to IOAN's team and used as a resource to train employees, answer any of their questions, and encourage them to contribute information. I'd build something or augment whatever you currently use/prefer, consulting with each department to facilitate consistent, accurate, and timely company-wide documentation/communication.

This is a small window into what I could do for you. Through an overarching knowledge framework, I want to further foster a welcoming environment of open company discussion, while ensuring that synchronous info is coming from your stores, website, help center, support, ads, emails, internal resources, etc.

About me / contact

Stevie Zeigler
stevie@steviezeigler.com
+1 717 781 3217

I've a passion for learning, organizing, and sharing what I see as the art of information: technical writing, copyediting, video production, graphic design, product/UX testing, managing teams in all the above, and more you'll find below.

I envision myself as IOAN's Knowledge Manager (or working with yours if you already have one), or am open to however else you see my abilities best serving you. I hope to discuss whether I may be as flattering a fit for you as your clothes have been for me.

Skills

Knowledge management
Technical writing
Project & team management
Application/service testing & documentation
Usability & accessibility testing
Employee & client training
Customer service & public speaking
Problem solving
Communication & collaboration
Adobe Creative Cloud: Premiere, Illustrator, InDesign, Photoshop, Encoder, Audition, Acrobat, etc.
Screen capture applications: Camtasia, Captivate, QuickTime, VidGrid, etc.
KB / KM / CMS / LMS / Website builders: Zendesk, Intercom, Freshdesk, PHPKB, Notion, Confluence, TerminalFour, Canvas, Moodle, Google Sites, Squarespace, Wix, Shopify, etc.
Video & audio production
Video hosting & streaming: YouTube, Vimeo, social media platforms, etc.
Voice-over & video talent
Script writing
Copy editing
Google Drive & Workspace (G Suite): Drive File Stream, Shared Drives, Domains, Admin Console, Docs, Drawings, Gmail, etc.
Analytics: Google Analytics and Siteimprove, URL tracking
Basic domain management: Setup, forwarding, subdomains, DNS, etc.
Minimal HTML & CSS adjustment
Material Symbols/Icons
Microsoft Office
Mac, Windows, & Chrome OS
Webform platforms: Qualtrics, Google Forms, etc.
Basic network connection troubleshooting: Aruba ClearPass (eduroam)
Ticketing software
Video conferencing: Zoom, GoToMeeting, Google Meet, etc.
Remote work

Employment

Freelance
5/18/2022 - present

York College of Pennsylvania
Library & Technology Services (LTS)

Knowledge Base (KB) Specialist
5/1/2018 - 5/18/2022

Created and oversaw a knowledge management framework
Built and maintained searchable, secure, multi-tiered resources, KB, and self-service help center
Collaborated with colleagues across departments to optimize the above resources and foster creative problem solving
Frequently audited our knowledge's effectiveness, reach, and accessibility, adjusting it accordingly
Found, trained, and managed a team of KB, video, and graphics student employees
Actively welcomed open discussion and feedback to enhance my resources and training
Kept current on new knowledge, services, trends, etc.; tested and implemented as appropriate
Ideated and developed further service strategies
Created style guides, SOPs, and templates
Improved services’ usability and accessibility
Worked remotely as effectively as on site and helped the campus community to do the same
Retained prior position responsibilities:

Video Producer & Help Desk Technician
8/16/2013 - 5/1/2018

Managed and produced various types of videos
Learned, publicized, and instructed multiple SaaS’
Wrote and formatted knowledge base / help center articles
Managed and designed informational graphics: logos, icons, GIFs, QR codes, signage, etc.
Wrote, copyedited, and distributed written resources: announcements, brochures, posters, etc.
Assisted with client services at the Help Desk

Laitram
Video Producer, 6/4/2019 - 7/9/2019

Produced custom tutorial video content

University of Chicago
Video Producer, 11/20/2018 - 1/17/2019

Produced custom tutorial video content

Potomac Talking Book Services
Audiobook Narrator, 12/2/2016 - 12/2/2017

Narrated and edited audio content for the US Library of Congress

Nations Photo Lab
Video Producer, Customer Service Rep, QC
12/14/2012 - 8/15/2013

Produced custom tutorial video content
Advised customers on our products and technical solutions for best quality prints

Education

York College of Pennsylvania
8/25/2008 - 5/12/2012
BA: Mass Communication
MINOR: Visual Communication

You're still curious? I'm flattered.

Just ask, and I'll be happy to send a selection of videos I've created, pieces I've written, graphics I've designed, and/or anything else you wish to see.

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