MNTN - QuickFrame Marketplace Help Center Launch

Launched a 32-article help center on schedule by consolidating 60 legacy articles into 27 and writing 5 net-new articles, a 47% smaller content footprint.

Zero-to-launch help center build for a new CTV ad-tech product line, under an aggressive quarter-end deadline.

Context

In late November 2025, MNTN launched QuickFrame Marketplace, a new product line that needed a help center that didn't exist yet. The deadline was the end of Q4 2025.

The starting point was 60 legacy QuickFrame articles with years of editorial debt:

  • outdated copy

  • inconsistent terminology

  • gaps in coverage

Those articles also fed MNTN's AI support chatbot, so moving them over as-is would have carried the same problems into the launch.

I advocated to lead the build while still owning the full existing request queue of 8 to 15 content requests a week across MNTN's help centers.

My approach

  1. Ran the audit and the build in parallel

    • Rather than waiting for a clean slate, I ran a full content audit of legacy QuickFrame content at the same time as drafting net-new articles, consolidating 60 existing articles into 32 through merging, rewriting, and governance review.

  2. Consolidate the legacy content

    • I worked through all 60 legacy articles. I merged articles that covered the same task or topic, rewrote what stayed for the new Marketplace experience, and put every one through governance review. 27 articles came out the other side.

  3. Filled the gaps with net-new content

    • I wrote 5 new articles for topics the legacy content never covered.

  4. Reviewed every change for accuracy

    • Every merge and every net-new article went through an accuracy review with the Sr. Platform Experience Manager on the QuickFrame team before launch.

  5. Keep the queue moving

    • I kept the day-to-day request queue on track through the whole build and after launch.

Collaboration

I partnered with the Sr. Platform Experience Manager on the QuickFrame team, who reviewed every content merge and net-new article for product accuracy. I owned the audit, the information architecture consolidation, the drafting, and the governance review. Their review was the accuracy check before anything went live.

Results

  • Launched a 32-article QuickFrame Marketplace help center from zero, ahead of schedule by one week of Q4 2025.

  • Consolidated 60 legacy articles into 27 through merging, rewriting, and governance review, then added 5 net-new articles, a 47% reduction in content footprint.

  • Every merged and net-new article was accuracy-reviewed with the QuickFrame team's Sr. Platform Experience Manager before launch.

  • Owned the existing queue of 8 to 15 requests a week throughout the build, without pausing day-to-day work.