Digital Design and Product Operations: RGPedia

I joined the RGPedia Knowledge Management team, a part of the organization's Digital Experience Innovation group, just before the pilot site launch in 2020. When I joined the team, I initially served as a project manager and was responsible for project, budget and vendor management. I developed, published and managed the team's first build plan and product roadmap. I began to build trust and respect with the organization's IT team as well as their vendors.

After the pilot launch, the team continued with development of additional subsites and introduction of new functionality. I was able to expand my role to include business analysis, working alongside the designers to manage user stories and other requirements. A short time after that, I began standing in for the designers and building/refining Axure prototypes based on stakeholder need and technical constraints.

By the latter part of 2021, I was leading the prototyping and design of straightforward subsites, serving as the primary point of contact for departmental stakeholders. The site pictured here was one where I served in a leading role, responsible for meeting with stakeholders, reflecting their requirements in Axure visualizations, and communicating with our development team to get them built.

I continued to add to my responsibilities. When one of my team members was unavailable to do so, I stepped in and began to lead the facilitation of User Acceptance Testing (UAT). Because I was successful, I continued to lead the UAT activities from that point on.

I continued to expand my responsibilities and as more sites launched, I began to pivot my role from UAT facilitation to training the site owners on how to use the Akumina Content Management System (CMS) to manage and maintain their sites. I created training materials and designed the RGPedia training subsite.

As we neared the end of the bulk of active site development, I evolved my role yet again to that of product operations manager. This required me to expand my skills and focus, as I took over front line customer success support. I was the first person to view defect tickets entered by our users, and I often was able to work with our users directly to resolve their issues. For those issues that required technical support, I was able to quickly and accurately route tickets to the appropriate members of the technical team.