Evaluating and Improving Knowledge Base Structure and Content Strategy

Overview

As part of the interview process at Abridge for their Program Manager - Knowledge & Documentation role, I completed a case study and 45-minute presentation evaluating their existing knowledge base. I analyzed content structure, clarity, and consistency, and provided recommendations to improve organization, tone of voice, and user experience.

The Problem

  • Their knowledge base lacked accurate category and sub-section titles and organization

  • Duplication and redundancy of content made it confusing to know which article was the most up-to-date and accurate

  • Articles varied drastically in tone, formatting, and structure

  • Navigation did not fully align with user workflows, leaving ample opportunity to improve content discoverability

Case Study Linked Here!

Impact

  • Delivered a clear, structured, researched strategy for improving a sparse knowledge base for a generative AI health care tech company

  • Highlighted opportunities to enhance usability and consistency across formatting, structure, and naming conventions

  • Demonstrated a user-focused approach to documentation

  • Suggested scalable recommendations for long-term improvement of their knowledge base

My Role

  • Reviewed existing articles for structure, clarity, and formatting consistency

  • Identified gaps in organization and content flow

  • Evaluated how users would navigate and interact with the knowledge base and SaaS UI

  • Provided detailed, justified suggestions to standardize aforementioned areas of improvement

  • Referenced my previous documentation at Simpli.fi, highlighting my documentation creation process and how I treat knowledge bases as a living system

  • Emphasized how a company’s knowledge base documentation plays a crucial role in conveying care to their users

Reflection

This case study and presentation demonstrated my holistic approach to evaluating and creating documentation systems through a user-focused lens. I focused on structure, clarity, and long-term goals to ensure documentation effectively supports both external client users and internal teams, equally.