Analyzing Content Management Strategies for a Medical Device Company
Problem
A global medical technology company wanted to streamline their associates’ ability to access, consume, absorb, and utilize information was vital for customer success. Over the years, the company had undergone several acquisitions and experienced product growth, which drove complexities around content management, retrieval, and ease, resulting in low quality solutions and concerns with asset governance.
Excelerate was engaged to lead the discovery of current content management practices with an un-biased, third-party perspective. The discovery would be used to inform a future effort to develop a more effective approach and process for content management as well as other initiatives related to knowledge management and information simplification.
Approach
Excelerate began the project with a deep dive into existing content management process and governance documents reviewing more than 240 artifacts. Next, the team interviewed 30 stakeholders to understand their roles and relationship to content. Based on these assessments, Excelerate developed three user personas— content creators, content facilitators, and content consumers—and identified topics for focus in the project’s second phase.
In phase two, the team prepared and facilitated three future state sessions. During these sessions, Excelerate led an internal steering committee through current pain points, areas of opportunities, and industry standards that could guide future state planning.
Results
Through research, interviews, and facilitation, Excelerate delivered a thorough analysis of the company’s current state of content management, synthesizing a complex and fragmented process into an easily digestible visual with an as-is process map and content workflow diagrams. The current state provided the clarity and alignment the company needed to embark on future state planning and improving customer satisfaction.