Problem
Users (Employees) needed to have a central location for finding documentation. Whether getting familiar with a process or application, or being onboarded, the system in place was haphazard with how documentation was exchanged and updated. The goal was to have a Knowledge Base where everyone company-wide could access the same information, provide advice, and have streamlined processes for bookmarking and updating that information.
Challenge
Coming up with the basic concepts of what a Knowledge Base would look like and key elements to include.
Solution
- Determine Navigation and link hierarchy.
- Establish a Search Box with Search Suggestions.
- Establish a logged in User Profile that indicates new messages waiting.
- Indicate trending Search Terms.
- Show Popular Questions, Answers and Contributors for similar search topics.
- Have the ability to share and easily click on Tags.
- Indicate Country and various User Profile Information of Contributors and Question Askers.
- Have the ability to Star or Bookmark questions.
- Show Recently Asked Questions and have the ability for people to answer them.
- Continuously be able to get User Feedback as to whether or not an answer was useful and use this to update the rankings of questions that appear at the top of subsequent searches.
- Indicate the ability for people to easily ask a question.
- Have a User Profile Dashboard that shows various options and elements dependent upon User Role.
- Have the ability to create Articles.
