Knowledge Management
Client Knowledge Base
Phase 1
I led a team to design and implement a Client Learning Hub/Knowledge base that provides access to existing training and knowledge resources, communications, product release notes, communities, marketing initiatives, and more to allow for client/business transparency. This allowed clients to self-serve when needed but still provided access to our live support team.
This hub resulted in a significant reduction of training-related support tickets and improved overall client communications.
Phase 2
Performed an audit of all training and knowledge resources in the Knowledge Base – to keep clients informed on the latest product feature changes and enhancements. This allowed the Training Team to identify gaps for continuous improvement to meet client learning needs. This project was managed with a phased approach where timelines and goals were set to quickly and efficiently improve and replace outdated resources.
This successful project was completed with ease in a way that was sustainable and easily adopted by clients and represents an audit of 255 training and knowledge resources with an audience of over 5000 client users.
User Guide
This is a sample from a user guide I created.
All styling elements are defined by the Brand Book for the company.
Screenshots are taken from the tool.
The Download
Based on feedback from clients, Support and Product teams, I managed an iterative series of improvements in the way product release information was communicated to clients. First, improving the PDF based tools to add better images and examples of use, then developing a bi-weekly video series (The Download) to fully illustrate enhancements and changes.
This video series was released bi-weekly starting in the summer of 2020, to an audience of over 5000 client users.
A sample of “The Download” is included above.
This video was designed and created by me using Camtasia. Scripting was also created by me.
“The Download” logo was created by Kristen Lem (who is also my co-host).
*This video was edited post-production using Adobe Premiere Rush for iPad, to remove client branding and other items for confidentiality reasons.*
Help Videos
I created short help videos, designed to be embedded within the software to provide instant assistance with the different tools.