For large companies “Knowledge management” requires a significant investment, but few companies get a return on that investment.
To try and avoid that fate, Marsh engaged Moment to provide strategy, user research, and design services on their knowledge mangagement application. It was already in a pilot phase, but was facing significant user adoption issues jeopardising any return on an already large investment.
Moment provided short and long term recommendations for improving the usability of the application, including a revised document taxonomy, improved workflow, and screen layout. Furthermore, we focused on developing tools for marketing the application itself and educating people on the value of knowledge management.
