It’s 2024 - we all expect self-serve and easy access to information. A well-crafted knowledge base or FAQ section can be a game-changer for your business. It's like having a 24/7 support team available online, ready to address common queries and guide your audience towards solutions.
I designed and implemented an internal wiki for Woolworths Group Finance which empowered business users and analysts to directly source, use, and resolve questions about the various data assets managed by Group Finance.
This comprehensive resource provided clarity and guidance on a range of key areas, including:
By creating a centralised and easily accessible source of truth, the wiki helped to reduce key-person dependencies, streamlined and improved decision-making, and fostered a more data-driven culture within the organisation.
👉 For confidentiality reasons I'm unable to share specific examples from this project. However I'm happy to discuss my approach and the overall impact of the wiki in more general terms.
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During my time at Grok Academy (formerly Grok Learning) from 2018 to 2020, I played a key role in enhancing the user experience for teachers and students. Recognising the need for more comprehensive support resources, I spearheaded the development of a detailed Knowledge Base (https://docs.groklearning.io/).
This resource provides a range of guidance, from answering common questions about logins and progress tracking to offering strategic advice on course selection and lesson integration.
A key highlight of this project was the creation of the "Teacher's Guide to Grok", addressing direct feedback from educators seeking better guidance to integrate Grok into their classrooms.