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In March 2020, the corona pandemic hit Norway, and the country went into lockdown. Suddenly, everyone wanted to get started with video calls.
We were a small startup, making video calls for the healthcare industry. Our customer base grew by 10 times in two weeks, and the number of calls by 100 in two weeks.
Having timeless, reusable, user-focused content helped us meet that growth in a good way.
Here are some resources mentioned in the slides above, which was presented at Confab 2021:
The Core Model helped us craft content that is relevant for customers, even when context shifted vastly. User research, sales, and customer service can work together to create content that answers users’ questions while being aligned on goals.
