Help Center Gap Analysis Dashboard

Context: Meta’s distributed content strategy teams manage information across five separate Help Center platforms. Identifying underperforming content or missing information required teams to manually hunt for data.

Challenge: Critical user-friction data points were scattered across siloed ticket queues, bug reports, and surveys. This manual auditing overhead delayed content deployments and obscured top-priority data gaps.

Approach: Build a functional, automated dashboard to centralize cross-surface data inputs, instantly surfacing and prioritizing critical content gaps for operational execution.

Project overview

Example Dashboard

Users can type to filter gaps by title or help center name in real-time. See the fully functional, sanitized mock-up.

See details shows the signals that indicate a content gap, including example AI assistant search queries with coverage metrics.

Users can also find estimated impact metrics, based on the same signal categories.

  • Interactive Interface Prototyping: Designed and built a functional frontend dashboard featuring an aggregate ecosystem health panel and expandable signal breakdown panels to make complex data instantly readable.

  • Signal Weighting Engine: Coded the logic for a custom recommendations matrix, establishing the framework that automatically calculates priority scores based on volume and topic clustering from support tickets, AI search misses, in-product feedback and bug reports, and survey responses flagging content gaps.

  • Accessible Data Architecture: Structured the system to run on an accessible matrix layer, allowing non-technical content managers to safely adjust signal weights on the fly without needing engineering support.

  • Impact Projects & Prioritization: Built a predictive layout component that displays exact impact metrics, like projected helpfulness increases, case reductions, and user reach, allowing cross-functional partners to see the business value of fixing a content gap before any editing begins.

My role

Previous project: Meta Ads Manager