The products are machines with hardware revisions, software releases, payloads, and repair procedures, operated by customers and partners across regulatory borders. The old center had grown article by article, each one true when written and drifting out of date as the product moved. The rebuild of support.bostondynamics.com replaced that pile with a structure a customer can find their way through.
At Boston Dynamics the hard problems sat in the content, the connections between systems, and the export rules. The SailMOB case study covers the opposite case, a game built from scratch.
An audit before any design
The content audit came before any design work. It took stock of what existed and who read it, then mapped how each article got written, which is where the sprawl traced back to a publishing process without a clear owner. The new structure started from that finding.
One design system for three departments
The new look shipped as a design system, started in Figma as part of the rebuild. Three departments publish into one center, and it looks and works like one product because each of them builds from the same components.
Each procedure written once in Paligo
The documentation lives in the Paligo CCMS. Each procedure is written once and reused wherever it applies, so a correction lands in every article that uses it, which matters because hardware revisions and software releases change on their own schedules.
The public navigation shows the result. Each product has its own place for release notes, software updates, hardware, maintenance and repair.
Export rules carried by the content
Boston Dynamics ships under ITAR export controls into US and EU markets. Each piece of content carries its own rules about who may see it, and the publishing process enforces them, so a writer doesn't have to remember them. Those rules were in the plan from the audit onward, which is why parts of the center sit behind registration and partner login.
Three departments, one front door
Product, Services, and Training each came with their own systems. Salesforce runs support, Jira runs engineering, Docebo runs training, and the documentation lives in Paligo. With Salesforce and Jira connected, support and engineering stay in step without copying cases between tabs. A customer can read an article, file a case, and enroll in training without leaving the center. The Docebo LMS and the Paligo CCMS are connected too, for the Customer Learning and Development team to operate.
Where your help content lives
Count the places a customer or a new hire would look for an answer about your product. If there's more than one and they disagree, start with the Ops Audit, which ends with a written fix plan. Internal tools covers the support center itself, and CRM and pipeline connects the support tools you already pay for.