Bellaluca

There was a disconnect between the strategy and development teams, pushing out new and exciting updates to systems (sometimes replacing legacy platforms or systems), with the rest of the organization.

Though there were hour-long updates to the sales and customer support teams, these meetings were often not attended and involved too many complex technical details for others to follow. This also proved to be an issue for the executive board, as they were in support of the updates but were unsure of exactly what was being done and what the roadmap entailed.

This in turn was creating a good deal of conflict between the different departments in that one was creating what they believed were enhancements to outdated processes, but failing to communicate these updates properly to those on the front lines with customers.

We were tasked with solving the disconnect.

After conducting user interviews it became apparent that a centralized hub for information was needed.

We set out to collect all past and current documentation related to updates – Creating a knowledge base for the entire organization to access with easy to search features by keywords, department, and topic. We also created an interactive calendar that included dates for upcoming launches, along with alerts and notifications that could be subscribed to. 

Both the knowledge base, along with all content on the front page such as common questions (as these would inevitably change) and calendar notifications were made so that updates were extremely easy to make for the internal team without development support.