Centralized content among multiple user experiences
| Use Case | Industry |
|---|---|
| Internal, External, multiple user groups | Recycling management |
Challenges and pain points
- A single source of knowledge for different types of customers
- A way to efficiently update knowledge when needed
- Interactive content to help streamline information display
Solution
- Single Sign-On (SSO): Enables internal and external users to use the login information they are already familiar with, eliminating the need to create another user name and password combination. This allows an easier flow from an external reporting platform into the KB.
- Conditional Content and permissions: Conditional content is extensively used to display different information to varied user groups, including internal-only text, editor-specific content, and customer-specific updates.
- Use of Variables for dynamic content: Variables with conditional logic personalize content for users by adjusting values based on group assignments. This setup has enhanced efficiency, as updates can be made once to variables rather than several times across multiple pages.
- Centralization of knowledge resources: A single knowledge base page consolidates documents with varied permissions using content reuse. This centralizes user access, reducing navigation complexity while respecting source permissions.
- Embedded tools and interactive features: Embedded tools (for example, the interactive material categorization tool) aid users in classifying materials. Embedding options extend to videos, PowerPoint, Excel, and whiteboards for a versatile learning experience.
- Accordions for collapsible content: Collapsible sections, or "accordions," help streamline information display, allowing users to expand relevant sections while minimizing page clutter. This is particularly useful for regions with specific guidelines.
Results and impact
- Permissions management ensured that everyone sees the correct content for designations. This helps to eliminate unnecessary clarifying questions and gives everyone what they need within a single accessible resource. Time is saved for employees and also for the HR team.
- Conditional content allows authors to add disclaimers that only internal service teams can see, so they know when they are viewing information that is confidential and program-specific, instead of having to commit it to memory. Reduces mental load and accidental exposure of sensitive information.
- Variables for dynamic content saved an incredible amount of time since there is a single accessible resource where information like year variables and updated customer support phone numbers can be edited. This ensures that external-facing content remains current, which eliminates confusion.
- Collapsible content via accordions eliminated information overwhelm and allowed internal and external parties to self-serve only the content they need to read about. It also saves time for editing because everything is available on a single page. Without collapsible content via accordions, content would be on individual pages, which creates more work when changes or maintenance is required.