100+ articles.
one very large
cleanup.*
*knowledge bases need spring cleaning too.
review the library.
keep what works.
fix what doesn't.
The NSC team supports a wide range of operational needs across Asurion, so its knowledge base has to keep pace with changing processes, responsibilities and program-specific guidance.
The audit covered more than 100 Helix articles across areas like Buyout, Purchasing and Parts Authorization. Some needed light updates; others were longer, process-heavy resources that required deeper review, legal input or additional design work before they could move forward.
My job was to work through the library systematically — identifying outdated or inconsistent content, updating what could be fixed, coordinating review dependencies and moving approved work through Contentful, QA and publishing.
this wasn't one process.
it was a lot of them.
NSC guidance covers operational work where clarity matters: who owns the next step, what information needs to be captured, which process applies and what happens when something falls outside the standard path.
That meant the audit was less about making every article look the same and more about making sure each resource still reflected the process people were actually expected to follow.
in batches.
low-complexity articles + lighter updates
shorter updates with more moving parts
medium-complexity operational content
longer articles + delayed approvals + deeper solutioning
because timelines
are mostly suggestions.*
*especially when approvals are involved.
Some articles moved quickly. Others depended on stakeholder input, legal review or additional design decisions before development could begin. When those dependencies shifted, I reworked the batch plan instead of pretending the original timeline still made sense.
The revised schedule surfaced blocked work, adjusted Contentful and QA windows and kept the remaining batches moving while reviews caught up.
audit
review existing guidance + identify what no longer matched reality.
rewrite
clarify, consolidate and restructure content where needed.
review
coordinate stakeholder, legal and internal feedback.
develop
move approved content into Contentful and apply the right structure.
QA
check the built experience before anything goes live.
publish
close the loop, document the work and move to the next batch.
the source of truth moved
Older guidance could still look polished while no longer matching the current process. The real work was validating what was still true.
complexity mattered
A two-line edit and a ten-page operational SOP do not belong on the same timeline, so the audit had to account for effort and dependencies.
approvals shaped the work
Legal and stakeholder reviews could block development, which meant project planning had to stay flexible instead of linear.
governance is ongoing
A knowledge base is never really “done.” The goal is a system that makes future change easier to identify and manage.
content governance is part writing, part systems thinking and part very elaborate game of tetris.