Transaction Operations Overhaul

One of the primary projects I ran in 2024 from discovery to launch was the complete overhaul of the customer-facing content for our Transaction Operations team.

I worked with various subject matter experts from over 20 markets to audit, re-write, and format over 300 articles.

Article formatting

Before

  • Article was specific to the Chicago market, but did not specify this in either the body or title, and was available to all customers.

  • Article did not adhere to Compass style guide formatting best practices.

After

  • Article title is specific to overall content and related market.

  • Article adheres to company style guide (contains description, headers are sentence cased, links open o new tab).

  • Backend permissions updated to correct market-specific audience.

Categories and Architecture

Previous state

  • Articles were organized over 98 parent categories.

  • All articles were available to every customer, regardless of market, creating unnecessary noise in search results.

New state

  • Created new architecture with 12 parent categories to nest articles under.

  • Created backend user segments to restrict permissions for market-specific articles, so customers only saw content specific to their needs.

Results

  • Project length: March 2024 - June 2024

  • Articles updated: 265

  • Articles archived (outdated, duplicative, process no longer valid): 127

  • All Transaction Operations content was migrated from multiple sections within the customer knowledge base and various other locations including Google Drives and regional websites into a single source of truth.

  • All content was verified by subject matter experts - this created trust in the content, which increased overall engagement.

  • Before launch, I presented the new knowledge space to leadership, including the VP of Transaction Operations and her direct reports to receive feedback and gain buy-in throughout the department.