The project
Project overview
The problem
One of New Zealand’s largest public agencies with over 10,000 staff needed a knowledge base that could get clients accurate answers, fast. Frontline staff needed to be able to easily search a knowledge base and trust the information in it complied with policy. I helped them reimagine knowledge with clients at the centre.
The solution
Over 18 months I:
Authored a content strategy for knowledge across the ministry that included principles and workflows for effectively developing and governing content.
Presented 3 information architecture and taxonomy solutions that changed the content organisation from being centred around business units to focusing on the problems clients needed solving.
Worked with subject matter experts and a team of technical writers to rewrite existing content to follow web readability and accessibility guidelines and plain language legislation.
Developed, replatformed and conducted UX testing for 2 new websites for distinct business units.
Created a feedback and maintenance plan with subject area stakeholders to ensure content stays up-to-date.
The results
Consolidated over 2000 pages of content for one business unit to just over 140 pages, making it much easier to navigate.
A second business unit replatformed 4 disparate knowledge bases into one with just over 30 pages.
Higher staff satisfaction and adoption on both knowledge bases, based on user feedback.
Call centres working in the first subject area saw a reduction in call handling times following the launch of the new knowledge hub.
Created a repeatable content strategy, which the agency can utilise for futher knowledge base redevelopment.
