What iHelp Is

iHelp is iManage's in-app guidance layer, built on Userflow and embedded directly inside iManage Work.

iHelp surfaces relevant learning content inside the product itself, at the moment a user needs it, but can also link to outside learning content to go deeper.

My Role

I own the content strategy for what appears in iHelp: which topics get surfaced, in what order, and to which users.

This work sits alongside the useiManage pathways and useiManage Premium content libraries, so a customer's in-app guidance and their broader learning content stay consistent with each other rather than existing as two disconnected systems.

The AI Chatbot Pilot

Userflow, the platform iHelp runs on, includes AI chatbot capability.

I trained it on both the public useiManage content and the public useiManage content + our tech docs and ran A/B tests to ensure quality results.

Then I piloted it internally with the goal to give end users instant answers to product questions instead of requiring them to search or wait on a support ticket.

After review, the pilot was paused pending stronger data governance safeguards around customer data and AI, and it has not launched externally. It was a valuble learning experience, and pausing it accordingly is a decision I stand behind.

Demo of iHelp integration for both free and premium useiManage customers - 2025

Does not include the AI chatbot pilot