Enhance Humana enterprise's ability to find self-service support knowledge and content. Identify knowledge gaps, create a governance matrix and standards for all content, and manage the cultural shift towards knowledge sharing.

1. Create E2E content development matrix

2. Discovery of content in all places throughout the enterprise (bring all content into one central location)

3. Build and maintain associate-facing support sites

4. Establish metrics on site usage and performance + deliver data to product teams to ensure continued engagement

• 10,731 unique users

• 18,604 total sessions

• 2.09 pages per session

• 2.4 min average time spent per page

Process peak: Collaboration between knowledge product teams strengthened - benefit of Agile (Azure DevOps and Jira) alignment.

Process valley: Restructuring governance and defining standardization of content across multiple platforms for Humana Inc. and eight affiliate groups across two platforms provided the most challenges.