Creating a Simpler, Smarter ServiceNow Knowledge Portal Migration for BNZ

Bank of New Zealand (BNZ) was founded in 1861 and has since grown into one of New Zealand's four big banks with over 5,000 employees.

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The Project

The aim for this project was to successfully migrate and rewrite 3,626 pages of content into a new ServiceNow knowledge portal ensuring information was easy to read and find. The guiding principles of the migration were to ensure:

• All BNZ staff could find the information they needed with ease.
• The pages were easy to read and visually appealing.
• Content was logically grouped together, and similar content was linked.
• Content was not duplicated and there was a single, consistent source of truth.

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The Challenge

BNZ’s initial knowledge portal had become outdated and difficult to use. Content was poorly managed and frontline bankers could not find the information they needed to help customers.

The key issues were:

• Content was hard to find.
• Pages were hard to read (small font and large chunks of text).
• Content was lengthy, too technical, and difficult to understand.
• The information was out-of-date.
• Content owners were too busy to update their content.

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Our Approach

Our team of technical writers at Sysdoc restructured, reformatted, and rewrote pages, applying best practice writing standards to drastically improve readability.

Through employing a user-centric approach, content was reconstructed into straightforward and plain language with valuable information made easily visible, ensuring frontline bankers could find what they needed at pace.

We used information architecture supported by user experience testing to ensure information was where staff expected it to be.

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The Outcome

This resulted in a simpler, smarter user experience where quality content was found with ease. Dynamic reporting allowed Sysdoc to track real-time progress, resulting in a project that was delivered within budget.

The project benefits were:      

• Information could be easily retrieved.
• Staff could trust that the knowledge portal provided correct information at pace.
• Processes and policies could be accessed, understood, and followed by all staff.
• People could do their job faster and better.

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