Medidata had a fragmented content experience. Users could be sent to a support site, a knowledge site, or their own company's information. There was duplicate content, there was missing content.
Did research to what users expect from a modern customer content experience. They use Apple and Google and know what a good experience is like.
Want content to be pre-emptive. Get information on screen before they know they need help. When searching, they expect it to be easily findable. Resources should follow a self-service model. Users want to be able to help themselves. User expect consistency across all channels. Users want personalized content, based on their roles.
A CDP platform by Zoomin, is what was adopted. Applied a unified taxonomy and served it wherever it was needed. Did not need to disrupt authoring. We revamped delivery. A single knowledge hub is the container for all content, and then through the CDP, delivery is accomplished.
Taxonomy is key. Creates a meaningful organization for all users.
Best approach to anchoring a strong community of learning is iterative. Build on common assets. Start with structure, then align, upgrade, and deliver.
Share wins across the organization.
Continuous improvements through data insights. Use content analytics and user journey insights to evaluate and improve. Enhancing with ChatGPT. Tracking user success within the knowledge hub.
Use Confluence for authoring, only writers and reviewers can access, along with k51t add-ons. Supported existing translation workflows into 4 languages.
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