Knowledge Base

Challenge:  A company's IT department leadership wanted to reduce common support tickets and free up bandwidth for their desktop support team. At the time, leadership also pushed for more personalized end-user communications to add more dimension to general staff's relationship with IT. 

Solution: Build an IT knowledge base that 1) offers simple solutions to general staff's most common problems and 2) puts users at ease with simple navigation and a friendly tone. 

My Contributions: 

• Interviewed the desktop support, communications, and cybersecurity teams for insight on users' most frequent questions and upcoming software rollouts. 

• Worked with my team to set a document style and create help docs in Atlassian Confluence. 

• Designed a landing page with a clear layout framing the search box. 

• Established the space's information hierarchy so that users can find any solution in three clicks. 

• Solicited ongoing contributions from IT team leads.

• Scripted, recorded, and edited video tutorials.

Outcome: We have a knowledge base with 120 articles and counting. It's the de facto staging area for company-wide change communication, with teams across the department leaning on the knowledge base to teach staff about new security policies, software, phone systems, and more.