01.
The Challenge
A Fortune 500 financial service firm was suffering from a disjointed IT Service Portal experience. The existing system only allowed a single category to be assigned to each knowledge article and request, making content difficult to find for partners. Additionally, the lack of a structured and intuitive taxonomy across requests and articles resulted in a confusing navigation experience, preventing employees from easily locating relevant content. This led to frustration, increased reliance on the Service Desk, and inefficiencies in accessing critical information.
02.
What We Did
We conducted a multi-phased approach by first auditing existing content to assess the structure and pain points, developing a taxonomy based on audit insights, then validating the taxonomy’s usability through user testing. Finally, we tagged and mapped content to the new taxonomy, serving them up on pages that organized information the way employees were expecting to find it. The result was a curated experience through a unified taxonomy that enhanced search, navigation, and dynamic topic-based page content.
03.
Our Impact
Through deep audits and human-centered research, RGP implemented a content strategy in ECPro that mirrors how employees think.
case studies
