Client
Tech (NDA Protected)
Overview
The existing Confluence space was confusing, lacked ownership, and wasn’t being used effectively. Designers didn’t know where to find guidance, and few felt confident contributing. I led an initiative to overhaul the experience—rooted in research, co-creation, and governance planning—to turn it into a go-to destination for knowledge sharing, onboarding, and connecting across domains.
Client
Tech (NDA Protected)
Industry
Retail
Service
UX Knowledge Strategy & Information Architecture
Community Research & Content Operations
Design Tooling Enablement & Documentation
Duration
3 months
The Challenge
Fragmented documentation scattered across tools No structure or clarity on what belonged in Confluence Poor engagement and low confidence from contributors No system for ownership or governance Designers unsure how to use it or why it mattered
The Solution
Conducted desk research, usage analysis, and interviews with global designers Defined purpose, tone of voice, and vision for Confluence as a collective platform Mapped pain points, needs, and structured "How Might We" problems Designed new page architecture with clear content types (tools, ceremonies, ways of working, community) Integrated the Playbook and documentation guides to support day-to-day UX workflows Created onboarding-specific content and set standards for documentation (structure, templates, tone) Established shared ownership model and aligned with ambassadors for content curation Piloted early version with key user groups and iterated based on feedback
The Result
Confluence became the primary knowledge hub for the UX Design community Strong adoption for onboarding, tool guidance, and peer documentation Engagement increased through peer-driven content and curated templates Empowered team members to contribute without fear of being “too formal” or “too visible” Platform now supports long-term design learning, ways of working, and organizational memory
