Search Efficiency Through Content Reorganization

Use Case	Industry
Internal and external	Healthcare

Challenges and pain points

Content management: Outdated pages, 10,000 broken links, significant content duplication
Lack of standardized processes: Absence of clear content review and approval processes, risking inconsistent and low quality outputs.
Search and accessibility issues: Inefficient search functionality, causing users to struggle in finding relevant content. Time wasted search for resources due to a lack of streamlined organization
User engagement and satisfaction: Low user engagement due to poor usability and accessibility of the content system. A need for client-centered resources and improved user independence in accessing training and documentation.
Operational inefficiencies: High maintenance costs and time requirements for managing a disorganized content library. Lack of standardized templates and reusable content frameworks, leading to inefficiencies in updates and presentation.

Guided Content Framework: Establish a maximum structure depth of five levels and enable Guided Content Framework to improve navigation and reduce broken links
Authoring training: KM team created a rigorous review and approval process allowing only certified contributors with approved training can publish content, ensuring quality control.
Tracked feedback with tool: Regularly tracked feedback and user engagement metrics to identify and address client needs proactively
Standardized template and Content Reuse: Minimizes errors and reduces the time required to maintain multiple documents

Enhanced content accuracy and consistency: Streamlined workflows to facilitate timely updates
Improved usability and reduced time spent searching for resources: 96% increase in search efficiency, >50% improvement in click-through rates (CTR), with a client-specific CTR reaching 56.98%
Increased user engagement and satisfaction: Through client-centered, accessible resources, NPS score increased from 32 to 40, a 57% increase in client-user engagement metrics.
Reduced content maintenance time and improved update processes. By using reusable content frameworks and standardized templates, content updates were made 25% faster, enabling quicker responsiveness to client needs.