From tiresome and redundant to vibrant and dynamic
Challenge
Chat forums were frequently used to solve design issues, but because the forums were never archived, the same issues resurfaced frequently. Our team continued servicing repetitive issues and became frustrated as their efforts seemed to be silenced once chat logs disappeared.
Solution
Extract FAQ's and identify solutions to common issues from forums
Organize information in a fully searchable monthly newsletter so designer's allowing solutions to be found prior to seeking help
Assign ownership and encouraging individual newsletter contributions
Outcome
Designers saw a reduction in repetitive issues as those issues were able to be identified and addressed holistically. Individual contributions were widely recognized and utilized, which boosted team morale. Designers and art directors gained a quick reference and support system in an archived internal cross-team hub. Communication and engagement were strengthened.
TOOLS USED
STAKEHOLDERS INVOLVED
VP Design, Director of Marketing, Creative Director, Senior Operations Manager
““She built the team, fostered the culture and can interface with other departments. She can communicate and see the whole picture, with the ability to filter information to find what is important and actionable. ””