Digital workplace
WIND Mobile – Knowledge Management System
A role-aware knowledge system that helped customer-service teams find information faster while giving contributors a clearer way to manage it.
- Role
- Business analysis, vendor oversight, and UAT management
- Year
- 2013
Executive summary
WINDipedia was designed to help customer-service teams retrieve the information they needed more quickly, while providing contributors with a manageable way to maintain and target knowledge.
My role
I ensured the selected application met requirements, managed implementation and user-acceptance testing, and supervised vendors through the delivery cycle.
Approach
- Focused the knowledge experience on the information needs of customer-service channels.
- Enabled contributors to manage and target content to different roles.
- Used requirements validation and UAT to keep the chosen solution aligned with operational needs.
Outcome
The system created a more structured, role-aware way to manage and retrieve service knowledge.