CASE STUDY 5 — AGILE ESTATE PLANNING

Built a 0→1 knowledge system powering product, support, and AI-assisted workflows across a complex legal-tech platform.


Role: Principal Content Strategist
Scope: Knowledge systems, UX flows, AI enablement, user journey optimization
Timeframe: Contract (ongoing, 5+mo)

SNAPSHOT

My Approach

I treated this as a 0→1 content infrastructure build.

The focus:

  • design a dual-audience system (power users + end users)

  • create a single source of truth across product and support

  • structure content to support AI-assisted responses

  • map and optimize the full user journey

The Problem

Agile Estate Planning was scaling—but its content systems weren’t.

Users (attorneys + clients) faced:

  • complex workflows with limited guidance

  • repeated questions and support friction

  • inconsistent or missing documentation

At the same time, the company was introducing AI tooling—without a structured content foundation to support it.

This created a system-wide breakdown across product, support, and knowledge.

What I Led + supported

  • Built a dual Help Center system:

    • Attorney-facing knowledge system (deep workflows + strategy)

    • Client-facing system (clear, approachable guidance)

  • Designed IA and taxonomy aligned with real user workflows

  • Created structured content and templates for scalability

  • Enabled AI-assisted support through response frameworks and structured content

  • Audited and optimized the full journey from discovery → onboarding → purchase

The Outcome

  • Launched a scalable knowledge system supporting both users and internal teams

  • Reduced repetitive support questions and workflow friction

  • Improved clarity and confidence in complex legal processes

  • Established a structured foundation for AI-powered support

Why It Matters

This work turned content into core product infrastructure.

Instead of reactive documentation, Agile now has:

  • a system that supports users at every stage

  • a scalable foundation for AI

  • a structure that grows with the business

Core Skills Demonstrated

0→1 Systems Design · Knowledge Infrastructure · AI Enablement · UX Strategy · End-to-End Journey Optimization