Internal knowledge base
Internal knowledge base
Embedded Files
The challenge: Build a self-service knowledge base
The challenge: Build a self-service knowledge base
My team managed documentation for a 20-product ecosystem. Files were scattered across multiple internal sources in varying formats, including help and PDFs. Restrictive folder structures prevented company-wide access, making it impossible for teams to know if they were using the most current version.
As a result, the team received daily requests for the latest client-ready documents. I needed to build a centralized system that enabled self-service and guaranteed version control.
My strategy: Leverage unused tools
My strategy: Leverage unused tools
The company had an underutilized SharePoint site, so I researched its capabilities and learned to build a website layout on top of the folder structure.
Built a repeatable architecture
Built a repeatable architecture
I rebuilt the folder structure from scratch, creating distinct areas for each product and a repeatable content model to ensure intuitive navigation.
Designed a consistent layout
Designed a consistent layout
I created a standard design across the system, ensuring the layout and user experience are identical across every product page.
Added release updates
Added release updates
Added release calendars and announcement widgets to broadcast product updates and provide downloadable packages of related documentation.
Highlighted new documentation
Highlighted new documentation
Implemented "What's New" widgets on the homepage and individual product pages, allowing internal teams to instantly verify the latest updates at a glance.
Impact & takeaways
Impact & takeaways
Reduced team interruptions by eliminating the daily influx of documentation requests, allowing the team to focus on core writing tasks.
Improved release communications with a centralized location to track dates and release announcements.
Enabled company-wide self-service by migrating all content into a single, fully searchable home that anyone could access.
Secured a reliable content backup that preserved a master history of all client-facing documentation in one protected repository.
Guaranteed version control so teams always pulled the latest approved assets rather than outdated files.
Delivered a zero-cost infrastructure by utilizing an inactive internal tool to solve an enterprise data problem.
To respect confidentiality, proprietary company names, specific product metrics, and sensitive data have been genericized or omitted.
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