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Resource Centers

Handy hubs within an app, offering users quick access to guides, FAQs, and support resources

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What are in-app resource centers?

An in-app Resource Center, or help hub, is a UI pattern combining a click/hover-target widget that opens a small container with items linked to key help or support resources. 

These could be a page of FAQs, the knowledge base, the status page, a way to submit a support ticket or start an in-app chat, essential how-to videos, etc. In some cases, Resource Centers will open up help articles as an overlay (Modal/Slideout) over the core product instead of opening a new browser tab or window. 

Use cases for resource centers

  • Self-serve learning: providing users easy access (and low friction) to learn more about the product in their own time and at their own pace

  • Quick access to help: a simple and direct way to get help and avoid wasted user time navigating help resources or seeking out ways to get in touch

  • Ticket deflection: instead of contacting the support team, users may be able to resolve more questions or issues using the listed resources

  • Update notifications: a simple “inbox” for users to seek out product updates or other changes at their convenience

Best practices for resource centers

  • 1 Have a single go-to place for help resources; avoid multiple different navigation elements (e.g., a Resource Hub separate from a Help Menu in the primary nav) so users aren’t confused about where to go.
  • 2 Go beyond help; try to offer best practices, tips, advice, and other coaching so users can deepen their knowledge and engagement (e.g., by including a link to the blog or a recent article).
  • 3 Ensure there is a gateway to start a support ticket or conversation. Ideally, this can happen via in-app chat, but users shouldn’t have to look for how to contact your team.
  • 4 Use a clearly understood icon for the widget (e.g., a question mark styled to match your brand) so users recognize its purpose.
  • 5 Get dynamic: showcase relevant items based on the user's page or stage/state in the lifecycle. However, don’t remove any usual items that users expect to find in the Resource Center.

Examples of great resource centers

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