{"id":6569,"date":"2026-01-14T14:12:59","date_gmt":"2026-01-14T14:12:59","guid":{"rendered":"https:\/\/platzchen.com\/en\/?page_id=6569"},"modified":"2026-01-16T12:07:34","modified_gmt":"2026-01-16T12:07:34","slug":"knowledge-ia","status":"publish","type":"page","link":"https:\/\/platzchen.com\/en\/portfolio\/knowledge-ia\/","title":{"rendered":"Scalable Knowledge Architecture"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"6569\" class=\"elementor elementor-6569\">\n\t\t\t\t<div class=\"elementor-element elementor-element-de56c33 e-con-full e-flex e-con e-parent\" data-id=\"de56c33\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-9c07d8d e-flex e-con-boxed e-con e-child\" data-id=\"9c07d8d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-c86166b e-con-full e-flex e-con e-child\" data-id=\"c86166b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-c8605e2 e-con-full e-flex e-con e-child\" data-id=\"c8605e2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-81c2bda elementor-widget elementor-widget-heading\" data-id=\"81c2bda\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Company<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e1decb elementor-widget elementor-widget-heading\" data-id=\"4e1decb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Zendesk<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7475a70 e-con-full e-flex e-con e-child\" data-id=\"7475a70\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-553bce3 elementor-widget elementor-widget-heading\" data-id=\"553bce3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Role in project<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-67fbca8 elementor-widget elementor-widget-heading\" data-id=\"67fbca8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Product Designer<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d03e2a6 e-con-full e-flex e-con e-child\" data-id=\"d03e2a6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ac24771 elementor-widget elementor-widget-heading\" data-id=\"ac24771\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Responsibilities<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e11022 elementor-widget elementor-widget-heading\" data-id=\"4e11022\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\"><ul>\n<li>Led end-to-end qualitative research and synthesis<\/li>\n\n<li>Facilitated cross-functional workshops (IA, problem mapping, prioritization)<\/li>\n\n<li>Benchmarked competitors and analogous products<\/li>\n\n<li>Translated research into architectural concepts and design principles<\/li>\n\n<li>Created definition artifacts used by Product & Engineering for strategic planning<\/li>\n<\/ul><\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ec1affd e-con-full e-flex e-con e-child\" data-id=\"ec1affd\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2dd1b38 elementor-widget elementor-widget-heading\" data-id=\"2dd1b38\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">Year<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-abf2ecd elementor-widget elementor-widget-heading\" data-id=\"abf2ecd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">2024<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-471993b e-con-full e-flex e-con e-child\" data-id=\"471993b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-d590d43 e-con-full e-flex e-con e-child\" data-id=\"d590d43\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7825412 elementor-widget elementor-widget-heading\" data-id=\"7825412\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-default\">About this projects<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bf9b0af elementor-widget elementor-widget-tp-heading\" data-id=\"bf9b0af\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<h2 class=\"tp-section-tittle mb-55 tp-el-title\" style=\"font-family: &#039;Poppins&#039;, sans-serif;\">\r\n\t\t\t\t\t\t<span style=\"color:#b6bcc6\">Turning fragmented knowledge<\/span>  into scalable enterprise architecture \t\t\t\t\t<\/h2>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tZendesk Knowledge (previously Guide) is widely used by enterprises to organize and distribute knowledge across brands, languages, and teams. However, as organizations scaled, admins increasingly struggled to manage complex content structures. Rearranging help centers, maintaining taxonomy, and keeping knowledge aligned with business changes became slow, manual, and fragmented tasks spread across multiple tools.\n <br><br>\nWhen I joined Knowledge, the team had awareness of the pain, but lacked clarity on the underlying architectural gaps. My focus was to lead a comprehensive discovery and definition effort to understand the problem, benchmark opportunities, and shape a scalable direction for knowledge management in Zendesk.\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c0d96e5 e-flex e-con-boxed e-con e-parent\" data-id=\"c0d96e5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e3800f3 elementor-widget elementor-widget-video\" data-id=\"e3800f3\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;video_type&quot;:&quot;hosted&quot;,&quot;mute&quot;:&quot;yes&quot;,&quot;loop&quot;:&quot;yes&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t\t\t\t<div class=\"e-hosted-video elementor-wrapper elementor-open-inline\">\n\t\t\t\t\t<video class=\"elementor-video\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/guideIA.mp4\" loop=\"\" controls=\"\" preload=\"metadata\" muted=\"muted\" controlsList=\"nodownload\"><\/video>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-19b57da e-con-full e-flex e-con e-child\" data-id=\"19b57da\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-bc6860f e-con-full e-flex e-con e-child\" data-id=\"bc6860f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-e3be76f e-con-full e-flex e-con e-child\" data-id=\"e3be76f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d5cebb1 elementor-widget elementor-widget-heading\" data-id=\"d5cebb1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Understanding the problem<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5464dac e-con-full e-flex e-con e-child\" data-id=\"5464dac\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ebd5d4d elementor-widget elementor-widget-tp-heading\" data-id=\"ebd5d4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tDespite being a core product, Knowledge lacked the infrastructure admins needed to operate knowledge at scale. Several input channels consistently surfaced the same patterns:\n<br><br>\nAdmins could not:<br>\n\n\u2022 Visualize their content architecture end-to-end<br>\n\n\u2022 Reorganize structures efficiently<br>\n\n\u2022 Maintain governance across brands and languages<br>\n\n\u2022 Edit content in context<br><br>\n\nThis forced them into workarounds such as rebuilding sitemaps in Miro, tracking content in spreadsheets, or performing heavy manual work article by article.\n<br><br>\nIn short: Knowledge made knowledge production possible, but not scalable.\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-39770a0 elementor-widget elementor-widget-image\" data-id=\"39770a0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"640\" height=\"351\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/Screenshot-2026-01-16-at-11.52.21.png\" class=\"attachment-large size-large wp-image-6693\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ba4389 elementor-widget elementor-widget-tp-image-animated\" data-id=\"9ba4389\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-image-animated.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"tp-hero-circle tp-el-img\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-1\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-2\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-68b1760 e-con-full e-flex e-con e-child\" data-id=\"68b1760\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-a1a486e e-con-full e-flex e-con e-child\" data-id=\"a1a486e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-16fd4c4 elementor-widget elementor-widget-heading\" data-id=\"16fd4c4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Research & insights<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-999de89 e-con-full e-flex e-con e-child\" data-id=\"999de89\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5eadad4 elementor-widget elementor-widget-tp-heading\" data-id=\"5eadad4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tTo understand the problem space holistically, I combined multiple methods:<br>\n\n\u2022 1:1 interviews with enterprise admins and knowledge leaders<br>\n\n\u2022 Competitor benchmarking<br>\n\n\u2022 Analysis of UserVoice requests and CS tickets<br>\n\n\u2022 Workshop facilitation with Product, Engineering, and Content Strategy<br>\n\n\u2022 Internal product tours and heuristic evaluation<br><br>\n\nThis revealed three core insights:<br>\n\n<b>1. Visibility is missing<\/b><br>\nAdmins lacked an overview of their help center \u201ctree,\u201d making governance and restructuring nearly impossible without external tools.\n<br><br>\n<b>2. Reorganization is inefficient<\/b><br>\nMoving articles or sections required deep navigation, many clicks, and no bulk operations.\n<br><br>\n<b>3. Governance does not scale<\/b><br>\nMulti-brand, multi-language setups created exponentially more complexity without tooling to support it.\n<br><br>\nBenchmarking also showed that competitors (Intercom, Front, Document360, etc.) were ahead in visual hierarchy, drag-and-drop, and contextual editing,  positioning this as not only a UX gap, but a strategic one.\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9255352 elementor-widget elementor-widget-image\" data-id=\"9255352\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"358\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/Screenshot-2026-01-16-at-11.56.23.png\" class=\"attachment-large size-large wp-image-6692\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0643f72 elementor-widget elementor-widget-tp-image-animated\" data-id=\"0643f72\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-image-animated.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"tp-hero-circle tp-el-img\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-1\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-2\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5d57f0d e-con-full e-flex e-con e-child\" data-id=\"5d57f0d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-825316c e-con-full e-flex e-con e-child\" data-id=\"825316c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6ecce36 elementor-widget elementor-widget-heading\" data-id=\"6ecce36\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Strategy direction<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8a27eac e-con-full e-flex e-con e-child\" data-id=\"8a27eac\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c9ccc20 elementor-widget elementor-widget-tp-heading\" data-id=\"c9ccc20\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tBased on insights, I defined a strategic concept we called Scalable Knowledge Architecture,  a direction for how Knowledge should be structured, visualized, and managed inside Zendesk moving forward.\n<br><br>\nIt introduced three major design principles:\n<br>\n<b>1. Hierarchical Visibility<\/b><br>\nAdmins must understand their entire knowledge architecture at once \u2014 not one layer at a time.<br><br>\n\n<b>2. Contextual Operations<\/b><br>\nEditing and reorganizing content should happen inside the same view, without losing the structural context.\n<br><br>\n<b>3. Scalable Governance<\/b><br>\nActions that affect multiple brands, languages, and content objects should be supported through bulk operations and structured metadata.\n<br><br>\nTo communicate the direction effectively, I produced a definition package including research synthesis, IA diagrams, interaction concepts, and product recommendations,  which became a foundation for subsequent roadmap discussions.\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-434b8bd elementor-widget elementor-widget-tp-image-animated\" data-id=\"434b8bd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-image-animated.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"tp-hero-circle tp-el-img\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-1\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-2\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e7a7986 e-con-full e-flex e-con e-child\" data-id=\"e7a7986\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-239d914 e-con-full e-flex e-con e-child\" data-id=\"239d914\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4947231 elementor-widget elementor-widget-heading\" data-id=\"4947231\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Design definition<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3e1654a e-con-full e-flex e-con e-child\" data-id=\"3e1654a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ae73b3f elementor-widget elementor-widget-tp-heading\" data-id=\"ae73b3f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tThis concept materialized into three key experience spaces:<br>\n\n\n\u2022 <b>Directory View<\/b>: a sitemap-like interface enabling admins to visualize and manipulate the hierarchy across brands and languages.\n<br>\n\n\u2022 <b>Contextual Editing<\/b>: opening and editing articles directly within the hierarchy, preserving orientation and flow.\n<br>\n\n\u2022 <b>Bulk Management (Stretch)<\/b>: performing multi-item operations such as moving, publishing, assigning, or archiving at scale.\n<br>\n<br>\n\nThese artifacts shifted the team\u2019s mindset from \u201cediting articles\u201d to managing knowledge systems.\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9b5b38b elementor-widget elementor-widget-image\" data-id=\"9b5b38b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"422\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/Guide-_-articles_-arrange.png\" class=\"attachment-large size-large wp-image-6694\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4bcb6cf elementor-widget elementor-widget-tp-image-animated\" data-id=\"4bcb6cf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-image-animated.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"tp-hero-circle tp-el-img\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-1\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t\t<img decoding=\"async\" class=\"circle-2\" src=\"https:\/\/platzchen.com\/en\/wp-content\/plugins\/elementor\/assets\/images\/placeholder.png\" alt=\"\">\r\n\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d7a45b8 e-con-full e-flex e-con e-child\" data-id=\"d7a45b8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-8e3e56e e-con-full e-flex e-con e-child\" data-id=\"8e3e56e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-89fbdba elementor-widget elementor-widget-heading\" data-id=\"89fbdba\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Outcomes & impact<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1897c23 e-con-full e-flex e-con e-child\" data-id=\"1897c23\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-9524888 e-con-full e-flex e-con e-child\" data-id=\"9524888\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a44ecf0 elementor-widget elementor-widget-heading\" data-id=\"a44ecf0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">The artifacts directly informed future Knowledge Admin experience work and Knowledge Management strategy discussions<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-63c94ee e-con-full e-flex e-con e-child\" data-id=\"63c94ee\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ecbe1a9 elementor-widget elementor-widget-heading\" data-id=\"ecbe1a9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Teams continue to reference the materials when working on navigation, hierarchy, or content tooling<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-44ca313 e-con-full e-flex e-con e-child\" data-id=\"44ca313\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cbea731 elementor-widget elementor-widget-heading\" data-id=\"cbea731\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<span class=\"elementor-heading-title elementor-size-default\">Highlighted intersections with AI Assistant, Article Insights, and multi-brand workflows, expanding the value beyond Knowledge<\/span>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-20feca0 e-flex e-con-boxed e-con e-parent\" data-id=\"20feca0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-827a69e tp-el-cursor-hide elementor-widget elementor-widget-tp-project-scroll-list\" data-id=\"827a69e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-project-scroll-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<!-- tp-project-area-start -->\r\n\t\t\t<div class=\"tp-project-area pt-160 pb-130 tp-white-bg tp-el-section\">\r\n\t\t\t\t<div class=\"container-fluid container-1710\">\r\n\t\t\t\t\t<div class=\"row\">\r\n\t\t\t\t\t\t<div class=\"col-12\">\r\n\t\t\t\t\t\t\t<div class=\"tp-project-2-wrap des-portfolio-wrap\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-item p-relative mb-30 des-portfolio-panel p-relative\"\r\n\t\t\t\t\t\t\t\t\t\t>\r\n\r\n\t\t\t\t\t\t\t\t\t\t<a target=\"\" rel=\"\" class=\"cursor-hide\">\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-thumb\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" class=\"img\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/guideia1.jpg\"\r\n\t\t\t\t\t\t\t\t\t\t\t\t\talt=\"\">\r\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\" tp-project-2-content d-flex justify-content-between align-items-end\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-tittle-wrap mr-30\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-item p-relative mb-30 des-portfolio-panel p-relative\"\r\n\t\t\t\t\t\t\t\t\t\t>\r\n\r\n\t\t\t\t\t\t\t\t\t\t<a target=\"\" rel=\"\" class=\"cursor-hide\">\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-thumb\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" class=\"img\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/guideia2.jpg\"\r\n\t\t\t\t\t\t\t\t\t\t\t\t\talt=\"\">\r\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\" tp-project-2-content d-flex justify-content-between align-items-end\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-tittle-wrap mr-30\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-item p-relative mb-30 des-portfolio-panel p-relative\"\r\n\t\t\t\t\t\t\t\t\t\t>\r\n\r\n\t\t\t\t\t\t\t\t\t\t<a target=\"\" rel=\"\" class=\"cursor-hide\">\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-thumb\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" class=\"img\" src=\"https:\/\/platzchen.com\/en\/wp-content\/uploads\/2026\/01\/guideia3.jpg\"\r\n\t\t\t\t\t\t\t\t\t\t\t\t\talt=\"\">\r\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t<div class=\" tp-project-2-content d-flex justify-content-between align-items-end\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tp-project-2-tittle-wrap mr-30\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/a>\r\n\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\r\n\t\t\t<\/div>\r\n\t\t\t<!-- tp-project-area-end -->\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-da70beb e-con-full e-flex e-con e-child\" data-id=\"da70beb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a2656ed clienticon elementor-widget elementor-widget-html\" data-id=\"a2656ed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<i class=\"fas fa-lightbulb lightbulb-icon\"><\/i>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd9ba30 elementor-widget__width-inherit elementor-widget elementor-widget-tp-heading\" data-id=\"fd9ba30\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tp-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\r\n\t\t\t\t\t<div class=\"tp-el-alignment\">\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<h2 class=\"tp-section-tittle mb-55 tp-el-title\" style=\"font-family: &#039;Poppins&#039;, sans-serif;\">\r\n\t\t\t\t\t\tKey learnings\t\t\t\t\t<\/h2>\r\n\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"tp-el-desc\">\r\n\t\t\t\t\t\tThis project reinforced several dimensions of design practice:<br>\n\n\u2022 Architecture matters as much as UI: visibility and structure drive adoption and efficiency.\n<br>\n\u2022 Enterprise needs shift over time: as orgs scale, knowledge becomes operational, not editorial.\n<br>\n\u2022 Strategy emerges from constraints: technical limitations and customer pains together shaped the direction.\n<br>\n\u2022 Influence > ownership: the most meaningful output here was alignment, not screens.\t\t\t\t\t<\/p>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-018aa61 e-flex e-con-boxed e-con e-parent\" data-id=\"018aa61\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-459a533 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"459a533\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Company Zendesk Role in project Product Designer Responsibilities Led end-to-end qualitative research and synthesis Facilitated cross-functional workshops (IA, problem mapping, prioritization) Benchmarked competitors and analogous products Translated research into architectural concepts and design principles Created definition artifacts used by Product &#038; Engineering for strategic planning Year 2024 About this projects Turning fragmented knowledge into scalable [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":2287,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"pagelayer_contact_templates":[],"_pagelayer_content":"","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"class_list":["post-6569","page","type-page","status-publish","hentry"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages\/6569","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/comments?post=6569"}],"version-history":[{"count":8,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages\/6569\/revisions"}],"predecessor-version":[{"id":6700,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages\/6569\/revisions\/6700"}],"up":[{"embeddable":true,"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/pages\/2287"}],"wp:attachment":[{"href":"https:\/\/platzchen.com\/en\/wp-json\/wp\/v2\/media?parent=6569"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}