Knowledge Base & Intranet Design.
Design the knowledge base or intranet your people will actually use — with the information architecture, taxonomy, content strategy, and governance that determines whether knowledge is findable, trustworthy, and maintained long after launch.
Knowledge Management Services
The Situation — When Clients Come to Us
Organizations come to us for knowledge base and intranet design when:
- An existing knowledge base or intranet has poor findability, inconsistent structure, and low adoption — because it was built for the organization's structure rather than for how people actually search and navigate for information
- A KM platform (SharePoint, Confluence, Guru, ServiceNow, Salesforce Knowledge, or equivalent) is being implemented or redesigned and the organization needs the information architecture, taxonomy, metadata schema, and governance model designed alongside — not after — the technical configuration
- Content has accumulated without structure — inconsistently tagged, duplicated across repositories, and organized in ways that made sense when the content was created but no longer serve the people who need to find it
- Customer service, technical support, and operations teams where the quality and findability of the knowledge base directly determines resolution time, service consistency, and the speed at which new employees become productive
What We Do — Our Approach
// Phase 1
User Research & Requirements
We conduct user research — structured interviews, search log analysis, and usability assessment — to understand how people actually look for knowledge, what they can and can't find, and what the knowledge base must deliver to be genuinely useful rather than technically present.
// Phase 2
Information Architecture Design
We design the information architecture — content categories, navigation structure, search architecture, and the organizational model that reflects how users think rather than how the organization is structured. We design the taxonomy and metadata schema that enables consistent tagging, faceted search, and reliable findability.
// Phase 3
Content Strategy & Audit
We develop the content strategy — defining content types, quality standards, ownership assignments, and the content lifecycle model. We conduct a content audit identifying what to migrate, what to archive, what to consolidate, and what to create new.
// Phase 4
Governance Model Design
We design the knowledge base governance model — content ownership roles, review and expiry schedules, contribution workflows, quality standards, and the editorial processes that keep the knowledge base accurate and current after launch.
// Phase 5
Platform Configuration Advisory & Launch Support
We provide advisory on the platform configuration that operationalizes the information architecture and governance model — and support the launch with change management, user training, and adoption planning. Platform implementation is performed by the client or technology partner with Iknow providing design authority.
What You Get — Deliverables
- User research findings and knowledge base requirements documentation
- Information architecture design — content categories, navigation, and site structure
- Taxonomy and metadata schema for consistent tagging and search
- Content strategy — content types, quality standards, ownership, and lifecycle model
- Content audit — migration, archive, consolidation, and creation plan
- Knowledge base governance model — ownership roles, review cycles, contribution workflows, and quality standards
- Platform configuration advisory for the client or technology partner
- Launch plan — change management, user communications, and adoption program
- Search performance baseline and optimization recommendations
Build a knowledge base your people will actually use — designed for findability, governed for accuracy, and built on the platform you already have.
Iknow brings the information architecture and KM governance expertise that determines whether knowledge bases succeed or fail after launch.
