Knowledge Management

Examine how implementing effective knowledge management and content creation strategies, along with their associated processes, helped drive growth.

Strategy Impact

Help Documentation

Spearheaded the creation of 216 additional help documents (from 69 to 285), contributing to the 400% increase in available client resources, resulting in greater self-service adoption.

Access to Help Documentation

Increased documentation views from 0 to 1,411 in 2023, marking a significant turnaround in client engagement with help documentation. Achieved a 339% year-over-year growth in 2024, increasing views from 1,411 to 6,199 by refining documentation strategy and optimizing content relevance.

Artifacts

Documentation Request Process

Acceptance Criteria Checklist

Peer Review Checklist

Feedback: Peer Review

Documentation Project Management

Data Presentation