Business Need
The Helix content management system (CMS) was created to fill a need for a new, easy-to-use search portal to replace dated previous knowledge support options. Older options were unintuitive from an end-user experience perspective receiving negative feedback related to usability. A lack of engagement with knowledge content correlated to issues providing the correct resolution for various customer situations. The incumbent knowledge platforms also experienced challenges in scalability and integration with corporate infrastructure.
My Role
- Led the development and implementation of a custom CMS platform for frontline employees
- Managed the migration of the thousands of articles to the new platform
- Provided guidance on the product direction and user experience feedback from early users
- Collected feedback and suggested updates from product testing and early adopters
- Connected support teams to collaborate on technology integration challenges such as single sign-on (SSO), security needs, and enterprise resource planning (ERP) software
- Coordinated the migration, upskilling, and access for frontline employees transitioning to the new tool
Initiatives
Some of the specific initiatives I supported included:
- Development of an easy-to-use search portal replacing a dated previous version
- Integration of interactive flow charts and rich media content including video
- Hosting of technology alerts to keep frontline employees aware of emergent events impacting the customer
- Exploration of AI-assisted search functions leveraging real-time call transcripts to offer smart suggestions for useful content
- Experimentation of peer-to-peer social learning and support solutions for crowdsourced problem-solving
- Suggestion of useful content based on engagement analytics
