Content Restructuring Leading to Better Search

Challenges and pain points 

• The goal is to have one source of truth, a centralized knowledge base for consistent and accurate information.
• Content overload: Over 3,000 outdated articles lead to operational inefficiencies.
• Search inefficiencies: Employees report difficulty finding relevant content due to cluttered search results, which causes distrust in the knowledge base.
• Engagement gaps: A lack of confidence in the knowledge base’s functionality discourages regular use.

Solution 

• Knowledge base restructure: Consolidated multiple articles into topical articles using collapsible content, and introduced content reuse to maintain consistency while preparing the system for future AI and generative search tools.
• Improved search functionality: Implemented categorization filters to declutter search results and direct users to relevant content. A site map was also added for easier navigation.
• Design enhancements: Rebranded with the introduction of a mascot to boost engagement. The homepage was also redesigned to reduce excessive tiles and prioritize key tools like the search bar and address book.
• Interactive features: Integrated chat bubble during peak periods to provide real-time support, and used scheduled publishing to efficiently manage content updates.

Results and impact 

• Adoption rose by 50% across all tenure groups.
• Improved content quality: Customer achieved 100% up-to-date retail content by focusing on quality over quantity. The streamline approach eliminated unnecessary “fluff,” which emphasized accuracy and relevance.
• Operational efficiency: Increased page scroll by 15% and reduced knowledge gaps from 9% to 6.5 percent. This ensures comprehensive coverage of critical topics.

Highlighted Expert features 

1. Content Reuse
2. Site Structure
3. Collapsible Accordian
4. Filter Configuration Options
5. Scheduled Publishing