Knowledge Management Strategy

Objective

Understand and establish a cohesive knowledge management strategy for agents and internal sales employees

Scope

Strategy Development
Workshop Facilitation
Criteria Recommendations

Role

Service Designer
Facilitation Lead
Researcher

Understand

The sales team struggled with inconsistent information, unclear handoffs, and fragmented knowledge sources—leading to variable client experiences and inefficiencies across the pipeline. While leadership believed the core issue was simply “we need better documentation,” our early discovery revealed a far more complex, systemic problem

Approach

To move beyond assumptions, we used a mixed-methods approach—interviews, workflow shadowing, content audits, and cross-team mapping—to see how information truly flowed. This gave us clarity on the real problem spaces and surfaced the root causes behind inconsistent, fragmented experiences

Impact

The strategy brought clarity and confidence where teams had previously relied on workarounds. Early outcomes included more consistent knowledge usage, improved onboarding experiences, and a healthier, more sustainable knowledge ecosystem.

Co-Create

With a solid understanding of the problem space, we returned to the stakeholders and held a cross-functional workshop to align on what a healthy knowledge ecosystem should look like.

Through a series of generative and explorative exercises, the stakeholders were able to align on the problem at hand and identify a specific focus area to help guide all initiatives going forward.

Lessons Learned

Balance Goals

and Truth

While harsh truths from research help to inform and drive results, they must coexist in a a delicate balance with business goals and stakeholder perceptions.

Define Roles and Responsibilities

It is imperative to communicate expectations and duties of core team members to aid in creating a positive dynamic among designers.

Pace Energy in Workshops

Understanding when to intentionally design ebbs and flows in workshops can help to sustain positive engagement during workshops.