Typed Academy was a customer education initiative I conceptualised, managed, and co-developed during my time as a Customer Experience Manager at Typed. Though the SaaS is now offline, the project was created to address recurring user pain points and empower customers with better self-service tools and onboarding resources.
The goal of Typed Academy was to reduce friction in product adoption and enable users to independently understand and maximise the value of Typed. It served as a centralised knowledge base, housing glossaries, blogs, step-by-step guides, and use cases, designed to bridge the gap between user confusion and product clarity.
I initiated the project based on frequent support queries and user feedback patterns, planning the content architecture and initial wireframes myself. With the support of our Design team, we brought the vision to life and aligned it with the company’s UX style.
Following the launch of Typed Academy, the percentage of support inquiries dropped significantly, from 3.5% to 2% of total users. This allowed our team to reallocate resources to other CX initiatives, ultimately improving overall user satisfaction and efficiency across departments.
One of the cornerstone elements of Typed Academy was Typed Wiki, a structured glossary and tutorial space that explained proprietary terms like “Backlink” **and “Knowledge Network”, while offering real-world usage examples. Though the site is now offline, Typed Wiki played a critical role in onboarding and long-term retention.
Leading Typed Academy taught me a great deal about execution, leadership, and where I could grow. I was quick to prototype and share ideas, and I took pride in turning concepts into action. However, I learned that managing a larger project requires more than initiative, it demands clear communication and rigorous structure.
One of my biggest takeaways was the importance of breaking down high-level ideas into smaller, trackable tasks. While I had always been an organised individual, this experience helped me see the value of tools like detailed Gantt charts and stakeholder alignment for hitting deadlines in team-based projects.
(Current link is only a preview link as the original has been disabled.)
Screenshot of the landing page of Typed Academy: