a Smarter Internal Knowledge Experience

Designing an intuitive knowledge hub to centralize company-wide content and improve self-service across departments.

process snapshot

the workflow

the tools

Design goals

  1. Centralize and categorize key knowledge assets

  2. Reduce search fatigue through filtering and tags

  3. Promote high-value content to drive discoverability

  4. Establish standardized article templates to support professional, business-aligned content curation

Constraints & Considerations

  1. Legacy content stored across multiple disconnected platforms

  2. No unified tagging or taxonomy system

  3. Limited customization options within Orbit CMS

Outcomes

  1. Clean, structured landing page with 4 clear top-level categories

  2. Tag-based filtering and smart search with keyword suggestions

  3. Featured Articles section for fast access to high-traffic content

The problem

At ProAssurance, internal knowledge lived everywhere—SharePoint, Teams, outdated portals, Workday, and new tools like ServiceNow. This scattered ecosystem made it difficult for employees to find relevant documentation, especially during onboarding and tool transitions.

The Solution

Working closely with the Instructional Design team, I led the UX and information architecture design of a new internal Knowledge Hub built on Orbit CMS, a third-party content system integrated with ServiceNow.

UX Highlights

  • Information Architecture: Created a 4-category system with defined subcategories for better clarity and navigation.

  • Smart Filtering: Designed a tagging system leveraging Orbit’s native filtering capabilities—based on real user search behaviors and common support queries.

  • Meta Links: Suggested keyword-based meta links to guide users toward related content.

  • Featured Articles: Proposed and designed a dedicated section that auto-populates top-viewed content, helping employees find what they need faster.

  • Standardize Templates: Content presentation through three article templates tailored to business needs, enabling teams to curate and publish knowledge in a clear, consistent, and professional format

This case study represents a selection of work completed as Lead UX Designer on the ProAssurance Digital Experience Platform between 2022–2025. Most design elements cannot be shown, and business details have been modified or omitted to respect confidentiality. For an in-depth review, please contact me at sarahadi.work@gmail.com