Interface Division

Analytics Product Management & Design

Gamified Analytics with Embedded Looker Dashboards

Interface Division delivered end-to-end product management, data modeling, and embedded analytics for MindTouch — helping content creators see the value of their work and deflect support tickets at scale.

Client

MindTouch

MindTouch is a knowledge base and content management platform built for large catalogs of support content. Brands like Whirlpool use it to publish, organize, and deliver self-service documentation to customers and support teams. At the time of this engagement, MindTouch was expanding how B2B clients measured the impact of content created inside the platform.

The opportunity

MindTouch powers knowledge bases for enterprise brands with vast support libraries. In the B2B space, adoption and perceived value often hinge on whether individual contributors — support reps, technical writers, and content managers — can see how their work affects customer outcomes.

To increase adoption and demonstrate ROI to MindTouch's clients, we partnered on an analytics system that used embedded dashboards to gamify and surface performance metrics directly to content creators. The goal was simple: make it obvious when good content deflected support volume, and give creators actionable feedback to prune stale articles, publish new ones, and improve how users search for and engage with their work.

End-to-end product design

This was a full product management, design, and data engineering engagement — requirements gathering through data modeling, ultimately to embedded analytics via Looker inside the MindTouch application.

Interface Division owned the analytics product from first principles: defining what to measure, how to model user journeys and content engagement, and how to present those metrics in a way that motivated individual contributors without overwhelming them.

Surfacing value for content creators

The analytics application lived inside MindTouch, giving support reps and content authors a personal view of their contributions. Creators could see how many support tickets had been deflected through end-user engagement with content they had published in the knowledge management system.

Dashboards highlighted popular articles, search and navigation patterns, content moves that reduced clicks to self-serve, and aging content ripe for pruning — turning raw engagement data into specific, gamified insights that encouraged better content stewardship.

From deflection modeling to operational metrics

Using modeling techniques to detect whether support calls had been deflected, we tied monetary value — derived from call center analytics — to the savings each agent's content had generated. That turned abstract page views into dollars saved and tickets avoided.

These analytics were operationalized across teams and call center agents, ultimately serving as team-based metrics for operational efficiency. Content creation stopped being invisible work and became a measurable driver of support cost reduction.

  1. Requirements gathering and analytics product definition for embedded reporting

  2. Event and content engagement data model for deflection detection

  3. Looker dashboard design and embedding within the MindTouch platform

  4. Personal contribution views with estimated ticket deflection and monetary value

  5. Gamified insights for content creation, editing, moves, and pruning

  6. Search, navigation, and path-completion analytics for end-user engagement

  7. Team-level operational metrics for adoption across call center organizations