TX Group
scroll here to read more
Year
2024
DELIVERABLES
Information Architecture
Content Strategy
Knowledge Framework
AI-Ready Content
Style Guide
Author Handbook
The project
With 3,500 employees spread across multiple divisions, TX Group needed a knowledge base that could keep pace. Over time, their system had grown organically, becoming harder to navigate and less effective at helping people find what they needed. Support tickets increased as employees turned to help desks instead, and important knowledge risked getting lost in silos.
At the same time, the move to ServiceNow required content that was not only clear and consistent for human readers, but also structured so it could be understood and processed by AI for future chatbot integration.
TX Group turned to us to transform their knowledge base into a scalable, future-ready resource that empowered employees and set the stage for intelligent self-service.
The outcome
We created a future-ready knowledge framework that brought order, clarity, and consistency to TX Group’s information landscape. Through discovery interviews and content analysis, we restructured the information architecture and defined a unified content strategy.
To ensure long-term impact, we produced a Knowledge Management Style Guide and Author Handbook, equipping teams with practical templates, rules, and tools to write clear, engaging, and AI-ready content at scale.
Result
A knowledge base that empowers employees to find answers independently, reduces reliance on support tickets, and provides the solid foundation TX Group needs to enable AI chatbot integration.
What used to be fragmented and difficult to navigate is now a streamlined, self-service hub: intuitive for humans, structured for AI, and designed to grow with the organization.
