The Impact of Expert on Productivity and Collaboration

Use Case	Industry
Internal	Finance

Challenges and pain points

Reliance on SharePoint with lengthy Word documents (7–35 pages) made it difficult for employees to quickly access relevant information.
Time-consuming scrolling and inefficient navigation hindered productivity and user satisfaction.
Ensuring a logical, structured taxonomy during the transition from SharePoint to the new KM system.
Difficulty in organizing processes and knowledge assets to meet APQC standards.

A multi-step article creation and review process involving drafting, senior reviews, and final KM team approvals.
Maintaining high-quality content while ensuring timely updates.
Dependency on quarterly check-ins and sync meetings to align on content needs and resolve documentation gaps.
Coordination across teams to avoid silos and maintain cohesive documentation

Addressing content quality concerns such as broken links, outdated information, and consistency in articles.
Reliance on manual feedback and the need for continuous monitoring.
Developing templates to standardize article formats and ensuring updates applied uniformly across related content.
Balancing flexibility with standardization to simplify content creation.

Need for a robust, user-friendly search and navigation experience in the KB
Historical inefficiencies in information retrieval caused frustration among employees.

Guided Content Framework: implemented a taxonomy with 12 main categories to organize processes and knowledge assets logically. This structure provided clarity and ensured employees could easily navigate the system and find the required information.
Search Recommendations and navigation tools: Prioritized accessibility, using improved search and categorization features that removed the inefficiencies of the legacy SharePoint setup.
Review Manager: Article creation process involves multiple steps: contributors draft content, senior employees review it, and final approval is managed by the KM team.
Templates for standardization: Standardized templates for article types, such as product guides and release notes, simplified the content creation process and ensured consistent formatting across the knowledge base.
Content Reuse for consistency: The system allowed updates to be applied across multiple related pages, saving time and maintaining uniformity in information presentation.
Feedback mechanisms for maintenance: Users could rate and comment on articles to flag issues or request updates.

Faster information retrieval: Employees reported a 96% increase in search efficiency, drastically reducing the time required to locate relevant information.
Simplified navigation: A structured taxonomy and enhanced search features resulted in a significant improvement in navigation ease, making information retrieval more intuitive and seamless.

Enhanced content quality: The collaborative article review process ensured that all content was thoroughly vetted, relevant, and high-quality, leading to increased trust in the knowledge base.
Efficient content updates: The review and approval process enabled timely updates, ensuring that the knowledge base stayed current and accurate

Consistent and accurate content: Standardized templates and content reuse ensured uniformity across the knowledge base, reducing discrepancies and saving time on updates.
Time savings in content creation: The introduction of reusable content templates significantly reduced the effort and time required to create or update articles.

Increased employee satisfaction: Surveys revealed a jump in employee satisfaction with the KM system, with accessibility scores rising from 58% pre-launch to 96% post-launch.
Productivity gains: Improved search and navigation tools boosted productivity, allowing employees to spend less time searching for information and more time on value-added tasks.
Stronger knowledge-sharing culture: The doubling of content contributions within six months indicated a thriving culture of collaboration and knowledge sharing among employees.