5 reasons why it’s important to refresh your Help Center design

Why should it matter if you change something in the visual representation of your help center? Wouldn’t it be a waste of money, or a CX manager’s aesthetic caprice? Isn’t it more important to just update the text content and make sure you have a stable interface, and not make any other additions? Well, our clients say “no,” loud and clear.


"We needed a massive visual overhaul of our help center without involving our IT team, which is busy these days."
Maxime from Le Petit Ballon
"We needed a whole new design for our Help Center and Lotus gave us a great new look at a good price."
Ryan Beardsley Easyship

There’s profit to be made in redesigning a help center. We take it from the most trusted opinion leaders — CX experts — and rely on our own observations to meet our clients' business needs.

Before beginning to implement modifications, don't forget that changing an interface is a double-edged sword. When you do it too often, it can cause pushback, but if you don't do it enough, your customers can forget you forever.

Here are five reasons why it’s essential to refresh your help center design:

1. Self-service is gaining popularity

Of course, a help center, like the company’s website, should not be a motley and flashy tapestry of promotions and seasonal banners. That said, its visual appearance should also not be cast by the wayside. The research has shown us that customers increasingly prefer to help themselves instead of using traditional service solutions like call centers or offline meeting platforms. With that in mind, don't hesitate to upgrade the look of your support website — it’s definitely not invisible; just be consistent and appropriate throughout all your channels.

The help center page of Easyship by Lotus Themes.

2. Visuals rule the market

Why? Because 60% of people are visual learners, and the help center, as a know-how base, should not lag behind in that department. It is one of the touchpoints of communication with your customers. Many help center owners use infographics, illustrations, videos, emojis, and memes (depending on trends) while freshening up their content and its display on a consistent basis.

The help center page of Loom by Lotus Themes.

3. The most precious of them all: Gen Z customers

Gen Zers are pretty judgemental when they see that something is stagnating. Whether at home in the digital realm or in the flesh at a store, Gen Zers get fatigued. Of course, dynamism is more about your company’s home page (oriented towards sales) than it is about the consulting page of your help center. But, don’t forget that Gen Zers don’t just buy products, they buy the brand’s communication style. So, make no mistake that they’ll be checking out your self-service page and will be disappointed to find it's outdated.

Help center page of Le Petit Ballon by Lotus Themes

4. Changes should be synchronized

Once you do rebranding or change your main website, don't forget about your help center design. The self-service page is not an appendix to communication channels—it is an important part of the system. As a result, your main site, social media platform, or phone calls to the support department can and should always forward you there.

How to build a help center capable of reducing tickets?

Read the white paper and learn how to make the most of your self-service.

Thank you!

5. A glance into a UX future

If you’re asking yourself Do I need to refresh the help center? and How should I do it?, check out trends in UX design and info on the customer experience. Did you know, for example, that US consumers choose AR technologies while also looking for support solutions? So do some basic analytics and try to answer the question — is your help center design trendy enough?

We hope we can encourage you to refresh your help center. If you’re curious to know more, don't hesitate to contact us and we’ll personally guide you.

It's time to get your ideal help center!

View all themes

Try a Zendesk theme free for 14 days

Give us your Help Center URL and email address, and we’ll give your trial link.

Email *
Help Center URL *

Choose a theme you’d like to try.

Please submit recaptcha
How to build a help center capable of reducing tickets?
Read the white paper
We use cookies to provide you with a better service and for promotional purposes. By continuing to use this site you consent to our use of cookies as described in our Privacy & Cookie Policy .
Thank you!

We’ll get back to you within 24 hours.

In the meantime, you may look at the examples of Zendesk help centers we customized.

Bonus: We’ve emailed you “Zendesk Help Center Best Practices from CX Leaders”

Get a Personalized Solution for Your Help Center

Answer 7 questions and get an exact quote. It will take 2-3 minutes, and you'll get a custom help center solution that solves your business problems.

Bonus: Get a compilation of Help Center Best Practices from CX Leaders

What is your Help Center URL, if you have one?

Where can we find your website? *

Add a link to your mockup if you have it.

What problems do you want to solve with the help center?

The better you describe your current situation, the more personalized solution we’ll offer you.

What is important to you in this help center project?

Please describe what is important to you to make a decision (except the price).

Which of our themes would suit your brand best?

Choose as many themes as you like. You may skip the question if you aren’t sure.

What is your budget range for this project?

The higher the budget is, the more customized your help center can be. Lower budgets allow you to get more standard changes.

Enter your corporate email to get your personalized solution and quote

Email *
Name Phone number (optional)
Please submit recaptcha