Operational Knowledge Hub
An intuitive and single source of truth for sensitive resources.
This project transformed scattered operational knowledge into a structured, searchable, and easy-to-navigate hub for enterprise teams. My role was to improve how tools, SOPs, templates, Lean practices, and MetLife Way resources were organized and accessed across the portal. I approached it as a knowledge architecture challenge — creating clearer entry points, stronger content hierarchy, and quick-access pathways to support both browsing and direct search. The goal was to reduce repeated queries, improve resource discovery, and help teams work more consistently.
The Challenge
Fragmented knowledge across tools, documents, and teams.
Critical SOPs and templates were hard to find quickly.
Inconsistent structure led to repeat queries and inefficiency.
The experience needed to scale across complex operational workflows.
The challenge was not just content access – it was designing a scalable discovery model for enterprise knowledge.
Project Goal
Centralize
Unify tools, SOPs and best practices in a single hub.
Standardize
Create a consistent structure and naming convention.
Improve Findability
Enable quick access to the right content.
Drive Adoption
Encourage continuous use through a seamless experience.
Process
Led the UX process from user research, problem framing and content structuring to wireframing, final interface design and user-testing.
Discover
Understand users, needs & pain points
Audit
Review content, sources & gaps
IA
Organize content into clear, navigable structure
UI Design
Lay out page structures, key interactions, final Ul & component system
User Testing
Test the ux solution with different user groups
Research & Insights
Users needed both search and browse
High-value resources had to surface early
Clear labels reduced confusion
Modular cards supported faster scanning
Design Principles
Clarity
Simple labels, clean hierarchy
Findability
Multiple intuitive paths to the right document
Consistency
Predictable patterns across the hub
Information Architecture
Structuring the library and giving the top clear headers for multiple file search.
Operational Knowledge Hub
5 Behaviour Framework
Who Are
We
Methodology & Practice
Sustaining MetLife Way Culture
Quick Search & Yammer Feed
Early Wireframes
User Interfaces
Outcome
Created a single source of truth.
Improved discovery of tools, SOPs, and templates.
Reduced friction in accessing high-value resources.
Built a scalable foundation for operational knowledge.
The hub transformed scattered operational content into a structured, usable knowledge system that better supported consistency, self-serve discovery, and operational excellence.
Learnings
Knowledge-heavy systems depend on strong IA.
Discovery design must support both lookup and exploration
Enterprise tools deserve product-level UX rigor