Frances Gambino is currently the Senior Director, Global Education at Medidata, a Dassault Systèmes company. With over 20 years of expertise in Technical Writing, Instructional Design, and Customer Success Services leadership, Frances is passionate about empowering customers and catalyzing better treatments for patients through the strategic design, application, and positioning of impactful Learning & Development outcomes. Frances holds a Bachelor of Science degree in Technical Communications and a Master of Science in Library Information Science from Drexel University. She is a career member of the Society for Technical Communication (STC)’s NY Metro chapter and holds a series of consecutive Chapter Competition awards for her team’s work – Best in Show, Distinguished, Merit.

Content and Silos and Users, Oh My! Transforming Our Customers’ Content Experience

Co-presented with: Nitza Hauser

One company, many teams producing customer content, and no one noticing how the customer experience plays out. Sound familiar?

In 2022, we set out to develop a unified, self-service customer knowledge portal. Multiple Medidata teams joined forces to build a repository for content ranging from technical documentation and release notes to customer education and customer support articles – without need for lengthy migrations or re-training. Enter the Medidata Knowledge Hub!

We established a common taxonomy, added machine learning to power a faceted search capability, and used the same visual design as our products so the Hub is a natural extension and user-assistance companion to our product platform.

The Medidata Knowledge Hub breaks down content silos and transforms our customers’ content experience, expanding their self-service knowledge universe and enabling them to move seamlessly between product and product knowledge in all interactions with Medidata solutions.

In this session attendees will learn:

• How we built the value proposition for this application and organized corporate stakeholder support across the organization
• How we selected a technology partner to drive the success of our initiative
• How we strategically designed the shift to the new application with a minimum change management factor for knowledge developers and users
• How we took this opportunity to build in upgrades or enhancements to such core knowledge management components as taxonomy, user personas, and knowledge type labeling
• How the implementation and deployment meets the expectation six months post-release
• Lessons learned
• A summary of ROI and Next Steps