Find the friction
Identify where fragmented resources, communication gaps, and knowledge loss interrupted daily work.
Back to all work
Knowledge management · UX design
Knowledge management · UX designConnecting people to knowledge, and knowledge to action.
At State Farm, I led UX work focused on how employees find, contribute, and transfer technical knowledge. I partnered with product and engineering to connect a central hub, a contribution dashboard, and a guided knowledge-transfer workflow into one clearer experience.
Problem
People couldn’t always find the knowledge they needed.
Documents, code, and resources were spread across different places. Some knowledge wasn’t written down at all. It lived with experienced employees and could leave with them. State Farm needed a way to make both easier to find and share.
- Speed: engineers needed quick access to accurate, up-to-date information.
- Findability: technical data and resources lacked a centralized, easily navigable home.
- Continuity: expert knowledge was being lost when employees left.
Different teams needed different resources, along with ways to ask questions and work together.
Approach
I started with how people worked, not where the content lived.
Through user interviews and workflow analysis, I examined how employees found documents, asked for help, and shared experience. Engineers needed quick answers, but the challenge extended beyond search: information had to be current, connected to the work, and understandable to someone new.
I used personas and journey maps to connect those needs to the experience. That helped me define a hub that supports both finding knowledge and contributing it back.
Keep people in focus
Use Simone and Bill to examine the different needs of a new engineer and an experienced product lead.
Connect the journey
Trace discovery, delivery, and contribution across the Hub, Confluence, Tsearch, and Jira.
Make the next step clear
Translate the opportunities into resource navigation, contribution templates, metadata, and guided knowledge transfer.
My design focus became the continuity of knowledge: helping someone find it, understand it, use it, and leave it in a better place for the next person.
Approach · User interviews
Three needs kept coming up.
01
Engineers wanted instant, relevant search results.
02
People struggled to find a single place for organized technical resources.
03
Teams were concerned about losing knowledge when experienced colleagues left.
Approach · User persona
A new engineer and a product lead needed different starting points.
I translated the research into two personas to keep the work grounded in employee needs. Simone helped me examine the experience of getting started. Bill helped me consider the flexibility and shared context needed to move a product forward.
THE NEW CONTRIBUTOR
Help me know where to start.
About
A recent computer science graduate joining State Farm’s development team. Simone wants to turn academic knowledge into practical experience and contribute to meaningful projects.
EnthusiasticFeedback-seekingOrganizedTeam-oriented
Behaviors
Seeks feedback, learns from experienced teammates, and looks for practical examples she can apply to real development work.
Goals
- A clear starting point with trusted, current documentation.
- Examples, guided paths, and access to experienced teammates.
Pain points
- A steep learning curve across the technology stack and coding standards.
- Unclear team communication and unfamiliar development workflows.
What this meant for my design
I focused on clear entry points, recognizable resource categories, and guidance that moves a new engineer from searching to contributing.
THE EXPERIENCED PRODUCT LEAD
Help me connect the bigger picture.
About
An experienced product lead shaping product vision and delivery. Bill balances user needs, business goals, priorities, and resources while bringing a cross-functional team together.
StrategicCollaborativeBalancedDelivery-focused
Behaviors
Explores existing work, seeks cross-functional input, and balances short-term delivery with long-term product direction.
Goals
- Space to explore existing work before committing to a rigid workflow.
- Connected research, shared context, and a clear handoff to execution.
Pain points
- Competing priorities and the tension between expectations and constraints.
- Communication gaps and limited visibility across teams and tools.
What this meant for my design
I kept discovery and contribution connected. Search, related knowledge, and resumable drafts support exploration without forcing a premature commitment.
Personas represent user types. Portraits are AI-generated illustrations, not photographs of research participants.
Approach · User journey
Switching tools often meant losing context.
I mapped the actions, tools, questions, and friction across each journey. This moved the conversation beyond a single dashboard: an answer needs to be discoverable, trustworthy, usable in delivery, and easy to share back with the next person.
SIMONE STEVENS · SOFTWARE ENGINEER
From onboarding to a first contribution.
Simone is assigned an internal product but needs to understand its architecture, find reliable documentation, and know how to begin.
Explore the map from left to right. Swipe or scroll horizontally on smaller screens.
01
Landing in Hub
02
Idea / Discovery & Research
03
Discover
04
Create task
05
Build
06
Document & Contribute
ACTIONS
Scan options, look for direction, and understand the context.
TOOLS & TOUCHPOINTSHub landing page
ACTIONS
Choose a guided engineering path to build an app.
TOOLS & TOUCHPOINTSHub guided experience · GitLab / GitHub
ACTIONS
Read architecture, review APIs, and look for examples.
TOOLS & TOUCHPOINTSConfluence · Tsearch
ACTIONS
Create or select a ticket and understand the scope.
TOOLS & TOUCHPOINTSJira
ACTIONS
Code, test, and integrate APIs.
TOOLS & TOUCHPOINTSIDE · APIs
ACTIONS
Write down learnings and add examples for others.
TOOLS & TOUCHPOINTSConfluence · Hub
CONFIDENCE THROUGH THE JOURNEY · QUALITATIVE
FRICTION
Too many choices and no clear starting point.
DESIGN OPPORTUNITY
Guided onboarding and role-based entry points.
FRICTION
Similar options and unclear labels can confuse.
DESIGN OPPORTUNITY
Clear calls to action and a structured, role-based flow.
FRICTION
Outdated documents, too much text, and no obvious start here.
DESIGN OPPORTUNITY
Golden paths, code snippets, and structured templates.
FRICTION
Poor ticket quality and missing acceptance criteria.
DESIGN OPPORTUNITY
Pre-filled templates and generated tickets.
FRICTION
Missing reusable components and poor documentation.
DESIGN OPPORTUNITY
Shared libraries and reusable patterns.
FRICTION
Time pressure and little incentive to document.
DESIGN OPPORTUNITY
Recognition and an easy publishing workflow.
WHAT I TOOK INTO THE DESIGN
Finding a document is not the same as being ready to build.
Simone’s journey showed that orientation and trust matter before development begins. I used that insight to prioritize starter resources, a clear knowledge taxonomy, and contribution templates that make useful examples easier to create.
BILL ASHCROFT · PRODUCT MANAGER
From opportunity to aligned execution.
Bill starts with a problem, explores existing knowledge, and aligns stakeholders before formalizing a direction and moving into delivery.
Explore the map from left to right. Swipe or scroll horizontally on smaller screens.
01
Landing in Hub
02
Explore & Research
03
Frame the problem
04
Alignment
05
Formalize (PDR)
06
Move to execution
07
Collaboration
08
Learn & Iterate
ACTIONS
Scan dashboards, active initiatives, and existing work.
TOOLS & TOUCHPOINTSHub homepage
ACTIONS
Search knowledge, read documentation, and find gaps.
TOOLS & TOUCHPOINTSConfluence · Tsearch
ACTIONS
Write notes, sketch ideas, and talk with stakeholders.
TOOLS & TOUCHPOINTSInformal documents · Confluence
ACTIONS
Share ideas, get feedback, and challenge assumptions.
TOOLS & TOUCHPOINTSConfluence · Slack / Teams
ACTIONS
Write a Preliminary Design Review, define success, and clarify scope.
TOOLS & TOUCHPOINTSConfluence
ACTIONS
Create epics and structure the backlog.
TOOLS & TOUCHPOINTSJira
ACTIONS
Check progress, answer questions, and adjust priorities.
TOOLS & TOUCHPOINTSJira · Hub
ACTIONS
Review outcomes, capture insights, and improve the next iteration.
TOOLS & TOUCHPOINTSConfluence · Hub
CONFIDENCE THROUGH THE JOURNEY · QUALITATIVE
FRICTION
Fragmented visibility and hidden work across teams.
DESIGN OPPORTUNITY
Cross-product visibility, Tsearch, and related initiatives.
FRICTION
Scattered or outdated knowledge and poor metadata.
DESIGN OPPORTUNITY
Strong metadata and related-content recommendations.
FRICTION
Lack of clarity and conflicting stakeholder input.
DESIGN OPPORTUNITY
Lightweight drafting that can become a structured document.
FRICTION
Misalignment and slow feedback cycles.
DESIGN OPPORTUNITY
Inline comments, collaboration, and stakeholder visibility.
FRICTION
Rigid templates and context lost from earlier steps.
DESIGN OPPORTUNITY
Flexible templates, examples, and links to research.
FRICTION
Manual transitions and the risk of misinterpretation.
DESIGN OPPORTUNITY
Linked artifacts and document-to-ticket automation.
FRICTION
Limited visibility and reactive rather than proactive work.
DESIGN OPPORTUNITY
Real-time status updates and alerts.
FRICTION
No structured feedback loop.
DESIGN OPPORTUNITY
Insights repositories and KPI tracking.
WHAT I TOOK INTO THE DESIGN
Structure should support thinking, not interrupt it.
Bill’s journey highlighted the need to retain context as ideas become structured work. I brought search, content types, drafts, ownership, and review into a connected experience, with opportunities for deeper tool integration identified separately.
04 / SYNTHESIZE · TURN INSIGHTS INTO DESIGN PRINCIPLES
Help people get started and share what they learn.
Both journeys return to the same cycle: discover knowledge, apply it, and share what was learned. I used that cycle to connect the central hub, the Compass contribution experience, and the tacit-knowledge handoff rather than treat them as unrelated destinations.
Solution
Bring the resources together and make sharing easier.
I brought community sites, technical documents, code repositories, and discussions into a shared starting point. Tags and filters help people narrow their search, while updates help them see what has changed.
Central hub with inline search
A single access point brings together community sites, recent documents, and popular discussions. Results appear as users type so they can get to a useful resource sooner.
Natural-language processing supports relevant search, while notifications highlight new content, document updates, and project changes.
- Immediate access to relevant resources
- Smart categorization with metadata, tags, and filters
- Current information surfaced through updates
Tacit knowledge capture
Mentorship programs, expert interviews, and storytelling help capture the context that formal documents often miss. Exit interviews preserve valuable experience for future use.
Recognition gives employees a reason to make time for sharing knowledge and mentoring others.
- Expert knowledge captured through conversation
- Mentorship and storytelling to transfer experience
- Recognition that supports a sharing culture
A redesigned home dashboard
The dashboard brings recent activity, search, and frequently used resources into one place. Employees can see new documents, updates, and discussions without checking each source separately.
Employees can focus on the information that matters to their role.
- Recent activity and key resources
- Document updates and community discussions
- Search and profile controls within reach
Solution in detail · Central hub & dashboard redesign
A place to find knowledge, and contribute it back.
I translated the journey insights into three connected experiences: a hub for discovery, a dashboard for creating and resuming work, and a guided article flow. Each addresses a different point where useful knowledge was getting lost or becoming difficult to use.
Explore the design using the tabs below. This walkthrough demonstrates the screens without connecting to State Farm systems.
Product Delivery HubBuild & DeliverTest & ValidateOperate & MonitorLearn & Explore
Knowledge Management
Welcome to Knowledge Management, Simone! Find the resources you need to start learning and contributing.
Cookbooks
Expert Finder
Learning
Articles
Metadata
Communities
Media
Blog
Wiki
My Contributions
New here? Start with these.
Learning the Cloud
Understand the cloud platform and the resources available to your team.
View resourceStarting with State Farm
Get oriented with essential tools, people, and development guidance.
View resourceBeginner’s Guide to GitHub
Find the foundations for working with repositories and contributing code.
View resource01 / 07
A recognizable home for knowledge.
The Product Delivery Hub groups resources by familiar content types and surfaces starting points for new employees. Expert Finder and communities connect documented knowledge with people who can explain it.
The HubBuild & DeliverTest & ValidateOperate & MonitorLearn & Explore
Compass Formerly TechGuide
Your starting point for infrastructure knowledge, reusable procedures, and guidance for building and delivering applications.
Search Tech Guide… S3 buckets, service mesh
Start new
Guide
Golden path with steps
Create guideStandard
Policy or requirement
Create standardBlog
What changed and why
Create blogArticle
Inform, educate, and explain
Create articleCookbook
Reusable procedure
Create cookbookGlossary
Term and definition
Create glossaryYour drafts
Build an App on the Cloud Platforms: MERNA
Last edited 2h ago · Example draft
Build · Onboarding · CookbookBuckets: Secure-by-default guardrails
Last edited 8h ago · Example draft
Article · SecurityCI/CD: Golden path for container builds
Last edited 12h ago · Example draft
Guide · DevOps · Performance Testing02 / 07
Keep discovery, creation, and unfinished work together.
Compass brings search, six content templates, recent drafts, and writing guidance into one dashboard. Contributors can find existing knowledge or pick up where they left off.
MERNA HubBuild & DeliverTest & ValidateOperate & MonitorLearn & Explore
TechKnow Library
What kind of knowledge are you creating?
Choose a knowledge type. The editor and metadata follow your choice.
Wiki
Reference knowledge. Definitions, “what is,” and concept pages.
Example: What is Tsearch?Blog
Share learnings, retrospectives, and project updates.
Example: Lessons from incident XSearch before you create
Avoid duplicates by checking whether your topic is already covered.
Why we’re standardizing API authentication across services
4 potentially related items · Example results
| Name | Category | Author | Last updated | Related knowledge |
|---|---|---|---|---|
| Standardizing service-to-service authentication across the platform | Security | John Doe | 03-20-2025 | API authentication overview |
| Why we need a unified approach to API authentication | DevOps & CI/CD | Jane Smith | 02-15-2025 | Least-privilege access |
| Reducing auth incidents by aligning service authentication patterns | DevOps & CI/CD | Robert Johnson | 02-10-2024 | Token rotation lessons |
| Lessons learned from inconsistent token and scope usage | Operations | Emily Davis | 11-25-2024 | Incident write-up |
03 / 07
Search before adding another answer.
The TechKnow Library distinguishes reference knowledge from narrative learning, then surfaces possible duplicates with category, ownership, freshness, and related knowledge.
The HubBuild & DeliverTest & ValidateOperate & MonitorLearn & Explore
Compass Articles
Create an article in a few steps. Check inclusion and duplicates, then continue with the article wizard.
Does the subject meet the guidelines for inclusion?
Tech Guide supports the design, development, and testing of application services and infrastructure products. Start with content that answers a clear user question.
Is the subject already covered?
Your subject may already be covered under a different title. Search before creating a new page.
Search Tech Guide for alternate titles
Try common variants, abbreviations, and hyphenations.04 / 07
Establish the right content path first.
A quick inclusion and duplicate check helps contributors decide whether to create a new article, redirect to existing content, or start a team or topic page.
The HubBuild & DeliverTest & ValidateOperate & MonitorLearn & Explore
Articles: Content
Capture useful knowledge in a clear, reusable format.
Title
Title
Summary
Summary
Content
Content
05 / 07
Separate writing from governance.
The first article step focuses on the title, summary, and useful content. Placement guidance remains beside the editor so contributors can choose the right format.
The HubBuild & DeliverTest & ValidateOperate & MonitorLearn & Explore
Articles: Metadata
Help the right people find, trust, and maintain this knowledge.
Validation
Owner and platform added
Tags selected
Next review date not set
06 / 07
Make ownership and findability part of creation.
Structured metadata captures the platform, owner, audience, tags, lifecycle, and review cadence. Validation makes missing information visible before review.
The HubBuild & DeliverTest & ValidateOperate & MonitorLearn & Explore
Articles: Review and publish
Check your content and ownership before requesting a review.
Title
Using the platform API in a multi-service app
Author
Simone Stevens
Summary
Guidance for connecting application services to the platform API, with dependencies and reusable examples.
Content
Outline prerequisites, describe the integration steps, and link to approved authentication guidance. Include examples and known limitations so the next engineer can build on the work.
Sample article content.
Validation
Owner and platform added
Tags selected
Next review date not set
07 / 07
Make the final handoff easy to verify.
A readable content summary and validation checklist give contributors a final check before sending their article for review.
1 of 7
Give Simone a starting point
Recognizable resource categories and beginner guidance reduce the effort of figuring out where to begin.
Help Bill pick up where he left off
Search, related content, and resumable drafts support exploration without forcing an early commitment.
Make useful knowledge reusable
Duplicate checks, content types, ownership, and review cadence bring structure to the sharing process.
Solution in detail · Tacit knowledge transfer
Help the next person understand how the work gets done.
I extended the same thinking to knowledge that lives in people’s experience. I organized the handoff around a real transition, then added prompts for responsibilities, relationships, risks, and a receiving owner. That makes the context actionable for a successor.
Use the tabs to follow the handoff. This is a design walkthrough; it doesn’t collect or submit information.
Enterprise Knowledge Transfer
Enterprise development & resourcesLeadership developmentEmployee development
Choose your path
Select the option that best matches your situation to begin the right knowledge transfer flow.
Leaving / Transitioning
Transfer knowledge before a role, team, or department change.
Explore this pathProject-Based Work
Document project knowledge, execution steps, and reusable work.
Explore this pathLearning / Onboarding
Find knowledge, contacts, and resources to get up to speed.
Explore this pathState Farm resources
Connect with colleagues, managers, and subject-matter experts.
Find experienced mentors for career and role guidance.
Share updates and build community across the organization.
Explore retirement planning resources and contacts.
Find articles, guidance, and lessons learned.
Access standard processes for your department and team.
Find documents, templates, reports, and working files.
Explore workshops, webinars, and peer learning.
Structure and document knowledge transfer activities.
01 / 09
A clear entry point
Three situation-based paths help employees find the right knowledge-transfer flow without knowing internal terminology.
Enterprise Knowledge Transfer
Enterprise development & resourcesLeadership developmentEmployee development
Choose your scenario
Select the option that best matches your situation to begin the right knowledge transfer flow.
Leaving / Transitioning
Transfer knowledge before a role, team, or department change.
- Retiring employee
- Promotion: leaving department
- Preparing for department transition
Project-Based Work
Document project knowledge, execution steps, and reusable work.
- New project / assignment
- Project work
Learning / Onboarding
Find knowledge, contacts, and resources to get up to speed.
- New to role
- New to State Farm
State Farm resources
Connect with colleagues, managers, and subject-matter experts.
Find experienced mentors for career and role guidance.
Share updates and build community across the organization.
Explore retirement planning resources and contacts.
Find articles, guidance, and lessons learned.
Access standard processes for your department and team.
Find documents, templates, reports, and working files.
Explore workshops, webinars, and peer learning.
Structure and document knowledge transfer activities.
02 / 09
Scenarios make the next step concrete
A scenario library connects retirement, department changes, project work, and onboarding to relevant guidance.
Enterprise Knowledge Transfer
Enterprise development & resourcesLeadership developmentEmployee development
LEAVING & TRANSITIONING
Keep critical knowledge moving.
Reduce knowledge loss, document critical responsibilities, and support a smooth handoff to the right successor.
Select transition scenario
Choose the scenario that best describes your current situation. This helps tailor the workflow and ensure the right knowledge is captured.
Retiring employee
Capture critical knowledge before leaving the organization to support continuity and minimize disruption.
Promotion: leaving department
Transfer responsibilities, relationships, and process knowledge before moving into your new role.
Preparing for a department transition
Organize and hand off departmental knowledge to support a structured transition.
State Farm resources
Connect with colleagues, managers, and subject-matter experts.
Find experienced mentors for career and role guidance.
Share updates and build community across the organization.
Explore retirement planning resources and contacts.
Find articles, guidance, and lessons learned.
Access standard processes for your department and team.
Find documents, templates, reports, and working files.
Explore workshops, webinars, and peer learning.
Structure and document knowledge transfer activities.
03 / 09
Tailor the transition
Retirement, promotion, and department-transition scenarios share a consistent six-step workflow.
Enterprise Knowledge Transfer
Enterprise development & resourcesLeadership developmentEmployee development
LEAVING & TRANSITIONING
Keep critical knowledge moving.
Reduce knowledge loss, document critical responsibilities, and support a smooth handoff to the right successor.
Set up the transfer
Add the basic details so this transfer can be identified, routed, and tracked properly.
Use a clear, specific title. This helps others find and understand the transfer later.
Knowledge transfer title
Claims intake process handoff
Employee name
Enter details
Enter full nameDepartment
Operations
Transition date
mm/dd/yyyy
Knowledge type
Process
Priority
High
Short summary
Enter details
Briefly explain what knowledge is being transferred and why it is important.State Farm resources
Connect with colleagues, managers, and subject-matter experts.
Find experienced mentors for career and role guidance.
Share updates and build community across the organization.
Explore retirement planning resources and contacts.
Find articles, guidance, and lessons learned.
Access standard processes for your department and team.
Find documents, templates, reports, and working files.
Explore workshops, webinars, and peer learning.
Structure and document knowledge transfer activities.
04 / 09
Give the transfer enough context
A clear title, transition date, knowledge type, and priority help others identify and route the transfer.
Enterprise Knowledge Transfer
Enterprise development & resourcesLeadership developmentEmployee development
LEAVING & TRANSITIONING
Keep critical knowledge moving.
Reduce knowledge loss, document critical responsibilities, and support a smooth handoff to the right successor.
Map knowledge ownership
Identify what knowledge is critical, who currently owns it, and the impact if it is not transferred successfully.
Critical knowledge areas
Highlight responsibilities, expertise, and operational knowledge that must be transferred.
Recurring processesStakeholder relationshipsSystems and toolsEscalation pathsApprovals and dependencies
Current owner
Select an option
Who currently owns this knowledge?Business impact if lost
Critical
Key knowledge areas
Enter details
List responsibilities, processes, decisions, and expertise that need to be handed off.State Farm resources
Connect with colleagues, managers, and subject-matter experts.
Find experienced mentors for career and role guidance.
Share updates and build community across the organization.
Explore retirement planning resources and contacts.
Find articles, guidance, and lessons learned.
Access standard processes for your department and team.
Find documents, templates, reports, and working files.
Explore workshops, webinars, and peer learning.
Structure and document knowledge transfer activities.
05 / 09
Make knowledge risk visible
Ownership and business impact connect the transfer to critical responsibilities, relationships, and dependencies.
Enterprise Knowledge Transfer
Enterprise development & resourcesLeadership developmentEmployee development
LEAVING & TRANSITIONING
Keep critical knowledge moving.
Reduce knowledge loss, document critical responsibilities, and support a smooth handoff to the right successor.
Capture the knowledge
Document the most important knowledge in a structured way so the receiving person or team can understand, reuse, and maintain it.
Overview
Enter details
What is this knowledge, when is it used, and why is it important?Responsibilities and recurring tasks
Enter details
List key responsibilities, tasks, decisions, and routines.Systems, tools, and resources
Enter details
Document the systems, links, files, and tools needed to do the work.Browse files or drop files here
Contacts, stakeholders, and risks
Enter details
Include contacts, escalation paths, business partners, and known risks.State Farm resources
Connect with colleagues, managers, and subject-matter experts.
Find experienced mentors for career and role guidance.
Share updates and build community across the organization.
Explore retirement planning resources and contacts.
Find articles, guidance, and lessons learned.
Access standard processes for your department and team.
Find documents, templates, reports, and working files.
Explore workshops, webinars, and peer learning.
Structure and document knowledge transfer activities.
06 / 09
Capture more than a document
Structured prompts surface recurring work, tools, stakeholders, escalation paths, and risks, giving a successor the context they need.
Enterprise Knowledge Transfer
Enterprise development & resourcesLeadership developmentEmployee development
LEAVING & TRANSITIONING
Keep critical knowledge moving.
Reduce knowledge loss, document critical responsibilities, and support a smooth handoff to the right successor.
Assign the successor
Make sure the right person or team receives the knowledge and understands the level of support required.
Successor name
Select an option
Who will take ownership?Successor team
Select an option
Handoff type
Direct handoff
Successor readiness
Ready now
Support notes
Enter details
Explain additional support, shadowing, training, or follow-up needed.State Farm resources
Connect with colleagues, managers, and subject-matter experts.
Find experienced mentors for career and role guidance.
Share updates and build community across the organization.
Explore retirement planning resources and contacts.
Find articles, guidance, and lessons learned.
Access standard processes for your department and team.
Find documents, templates, reports, and working files.
Explore workshops, webinars, and peer learning.
Structure and document knowledge transfer activities.
07 / 09
Name the receiving owner
Successor assignment, readiness, handoff type, and support notes clarify who will receive the knowledge and what help is needed.
Enterprise Knowledge Transfer
Enterprise development & resourcesLeadership developmentEmployee development
LEAVING & TRANSITIONING
Keep critical knowledge moving.
Reduce knowledge loss, document critical responsibilities, and support a smooth handoff to the right successor.
Review and submit
Confirm the transfer details. Ensure the knowledge is complete, assigned properly, and ready for review or publishing.
Transfer summary
- Scenario
- Retiring employee
- Title
- Claims intake process handoff
- Department
- Operations
- Priority
- High
Completion check
Setup complete
Ownership mapped
Knowledge captured
Successor assigned
State Farm resources
Connect with colleagues, managers, and subject-matter experts.
Find experienced mentors for career and role guidance.
Share updates and build community across the organization.
Explore retirement planning resources and contacts.
Find articles, guidance, and lessons learned.
Access standard processes for your department and team.
Find documents, templates, reports, and working files.
Explore workshops, webinars, and peer learning.
Structure and document knowledge transfer activities.
08 / 09
Review before handing off
A summary and completion check help employees verify the transfer before submission.
Enterprise Knowledge Transfer
Enterprise development & resourcesLeadership developmentEmployee development
LEAVING & TRANSITIONING
Keep critical knowledge moving.
Reduce knowledge loss, document critical responsibilities, and support a smooth handoff to the right successor.
Knowledge Transfer Submitted
Your transfer has been successfully submitted. The assigned reviewer and successor can now continue the transition process with the documented knowledge.
Example confirmation. No information has been submitted.State Farm resources
Connect with colleagues, managers, and subject-matter experts.
Find experienced mentors for career and role guidance.
Share updates and build community across the organization.
Explore retirement planning resources and contacts.
Find articles, guidance, and lessons learned.
Access standard processes for your department and team.
Find documents, templates, reports, and working files.
Explore workshops, webinars, and peer learning.
Structure and document knowledge transfer activities.
09 / 09
Close the loop
Confirmation explains what happens next and gives users a clear route back to their work.
1 of 9
Start with the situation
Scenario-based entry points connect the employee’s real transition to the right guidance.
Prompt for what documents miss
Relationships, escalation paths, recurring decisions, and risks make expertise actionable.
Assign the next owner
Readiness, support notes, and completion checks clarify the handoff beyond submission.
Results
Less time searching, more knowledge shared.
Reduction in search time
Faster access to relevant knowledge helps employees spend less time looking for information.
Increase in knowledge sharing
Connected communities, forums, and expert resources help teams exchange knowledge.
Search and updates help teams get to current information. Mentorship, storytelling, and exit interviews help keep the practical knowledge that documents alone can miss.
Key learnings
Access matters. So does the experience around it.
Real-time collaboration
People need a way to ask questions and work through answers together, not just a place to store documents.
Personalized experiences
A dashboard is more useful when it reflects the person’s role and the work they return to each day.
Easy access to critical resources
Organizing resources and improving search gives people more time to use information instead of looking for it.
Next steps
Where I’d take the work next.
Planned enhancements include AI-driven recommendations for personalized content, expanded role-based customization, and additional integrations with enterprise tools.
I’d use continued testing and employee feedback to decide which of these planned improvements would help most.