Knowledge systems that power decisions
The knowledge architecture included three key pillars.
A centralized, tagged repository was implemented in Confluence — where the targe audience was already working — to house summaries of all completed research projects (with links to assets). Each summary page included metadata like topic, product area, collaborators, methods, participant counts, and key takeaways. This made it easy to surface related work and reduced duplication across product lines.
Core workflows, best practices, templates, and tooling guidance were collected into a Confluence space for researchers and collaborators. This streamlined onboarding, aligned expectations, and increased consistency across methods and deliverables.
Research findings were linked to support ticket themes, product feedback, and customer verbatims — enabling teams to triangulate insights and validate priorities. Stakeholders could explore research in context and connect it directly to customer signals.