Work / Content Center Hub
Case Study — Enterprise Content Strategy

Consolidating six platforms into one unified hub

Content chaos was costing Jabil time, money, and employee trust. Six siloed platforms. No single source of truth. Employees wasting hours hunting for the right version of the right document. This is how we fixed it — and achieved 83% adoption in 30 days.

Client Jabil Inc. (Fortune 150)
Timeline 2022–2024 · Discovery through Launch
My Role Lead UX Designer & Strategist
Platform Magnolia Headless CMS
Key results
83% User adoption within 30 days of launch
6→1 Platforms consolidated into a single hub
50K+ Employees with a single source of truth
100+ Global locations reached
↓ Sig. Reduction in IT content-access support tickets
The challenge

Content chaos was costing time, money, and trust

Jabil's MarComm and Sales teams operated across six separate content platforms — each with its own portal, navigation, taxonomy, and workflows. The fragmentation wasn't just inconvenient. It was creating real business risk: compliance exposure from outdated content, version control failures, and a workforce that had simply stopped trusting any single source of information.

Before: six siloed platforms, zero single source of truth
MarComm Portal A
Sales Content Hub
Regional Portal
Legal Document Store
Brand Asset Library
Shared Drive (legacy)
Consolidated into ↓
Content Center Hub — one platform, one source of truth

For Employees

  • Hours wasted searching across multiple disconnected systems
  • No way to know which platform had the current version
  • Frequent IT support requests just to get basic access
  • Critical information effectively invisible when needed most

For the Business

  • Duplicated content driving up storage and maintenance costs
  • Compliance risk from employees using outdated policy versions
  • No analytics on what content employees actually needed
  • High IT support ticket volume with no systemic solution
80%

of existing content across the six platforms was rarely or never accessed. The real opportunity wasn't building a better repository — it was making the 20% of high-value content effortlessly findable. That insight shaped every subsequent design decision.

The approach

Five Ds of iterative UX — applied

5D

My 5 Ds of Iterative UX Design

I led this project through a structured five-phase methodology: Discover, Define, Design, Develop, Deploy. Each phase builds on validated learning from the previous — ensuring we didn't just create another platform employees would ignore.

01 Discover

Starting with users, not assumptions

We interviewed employees and stakeholders across HR, Legal, IT, Operations, and Sales. We analyzed 12 months of usage data and support tickets, audited all existing platforms for content overlap, and mapped real user workflows — how people actually tried to find a policy, retrieve a template, or access a brand asset.

We also conducted a competitive analysis of enterprise content systems to understand what best-in-class looked like. None of this was about building a feature list. It was about understanding the root cause of the problem.

Key insights from discovery
  • 80% of content was rarely or never accessed — the 20% that mattered was buried
  • Users wanted search-first navigation, not folder-drilling
  • Visual asset preview was essential — employees couldn't identify files without opening them
  • Mobile access was critical for field and on-the-go employees
  • Version confusion was eroding trust in all platforms equally
02 Define

One north star, clearly articulated

We created a unified information architecture that consolidated the disparate taxonomies of six platforms into a single coherent structure. We defined a content governance model covering who creates, approves, and archives content — because the best-designed platform fails if content goes stale within six months.

Key decisions made
  • "Single source of truth" established as the non-negotiable north star
  • Success defined as: find any resource in under 3 clicks
  • Search-first UX with smart filters — not folder navigation
  • Phased rollout: pilot group → department → global
  • Selective content migration — not everything earned a place in the new system
03 Design

Tested with real users before a line of code was written

Low-fidelity wireframes were tested with employees from different departments and roles before we moved to high-fidelity. This was deliberate — catching navigation issues, terminology problems, and usability gaps when they were cheap to fix, not after development had locked them in.

Design principles drove every decision: search-first with smart autocomplete, card-based scannable layouts, contextual personalization by role and location, mobile-ready touch-optimized interfaces, and performance-optimized for global access across varying bandwidth conditions.

Hand-sketched lo-fi wireframe of Content Center

Lo-fi sketch

Mid-fidelity wireframe of Content Center

Mid-fi wireframe

04 Develop

Staying close to the build — not just handing off

I partnered with an external development vendor throughout the build, running weekly design reviews during sprint cycles and making real-time adjustments as technical constraints emerged. The goal was always to preserve the user experience intent — not sacrifice it for engineering convenience.

Notable adjustments during development
  • Simplified filtering UI based on performance testing results
  • Added "Recently Viewed" and "Frequently Accessed" sections based on pilot feedback
  • Built admin dashboard for the content governance team
  • Integrated with existing SSO and permissions infrastructure
05 Deploy

83% adoption didn't happen by accident

We launched to a pilot group first, gathered structured feedback, refined the experience, then rolled out phased to 50,000 employees globally. We invested in change management from day one — training materials, communications campaigns, and early-adopter feedback loops — because adoption requires deliberate effort, not just a good product.

Post-launch optimizations
  • Enhanced search algorithm based on real query patterns from launch data
  • Added "Favorite" and "Share" features by popular employee request
  • Implemented content health metrics for the governance team
  • Continuous improvement process established for ongoing iteration
The results

From content chaos to unified hub

The platform achieved 83% user adoption within 30 days of launch — nearly double the industry average of 40–50% for enterprise content systems. More importantly, it held that adoption over time, because it solved a real problem rather than adding another system to navigate.

Jabil Content Center final platform — Featured content grid

Adoption & Usage

  • 83% adoption within 30 days (industry avg: 40–50%)
  • 50,000+ employees with a genuine single source of truth
  • Search went from broken and distrusted to fast and accurate
  • "Can't find what I need" complaints significantly reduced

Business Impact

  • Six platforms consolidated into one governed system
  • Significant reduction in IT content-access support tickets
  • Compliance risk reduced through version-controlled content
  • Foundation established for future digital workplace strategy
What made this work

Three critical success factors

01

User Research That Changed Everything

The 80/20 insight — that 80% of content was never used — completely reframed the project. We stopped trying to build a comprehensive repository and focused on making the 20% of high-value content effortlessly accessible. Without that research, we'd have built the wrong thing well.

02

Iterative Design with Real Users

Testing wireframes and prototypes before development started saved months of costly rework. Navigation issues, terminology confusion, and usability gaps surfaced early — when a design change costs hours, not sprints. This discipline is what separates good UX practice from expensive guesswork.

03

Governance Built In from Day One

Content governance wasn't an afterthought — it was a first-class design problem. We built governance processes, tools, and ownership models before launch, ensuring the platform's content stayed healthy and trustworthy long after the initial excitement faded.

Lessons learned

What this teaches about content consolidation

1

Start with users, not technology

The tendency is to pick a platform first, then figure out content. We did the opposite: understood user needs and behaviors first, then selected technology that could deliver on those needs. The platform choice followed the problem definition, not the other way around.

2

Don't migrate everything

One of our best decisions was to be selective about content migration. Not everything deserved to live in the new system — and bringing legacy clutter into a clean environment would have undermined the entire value proposition of consolidation.

3

Adoption requires investment, not just a good product

83% adoption didn't happen passively. We invested in change management, training materials, and communications from the start. Building a great product is necessary but not sufficient — getting people to change their behavior requires deliberate effort.

4

Governance is as important as UX

The best-designed platform fails if content goes stale within months. Sustainable content strategy means building the governance model — ownership, approval workflows, archiving cycles — into the system from day one, not bolting it on later.

Technical details

How it was built

Platform Magnolia Headless CMS with modern front-end Users 50,000+ employees across 100+ global locations Content Types Policies, procedures, templates, sales decks, brand assets, white papers Integrations SSO, Active Directory, JabilWeb Intranet Accessibility WCAG 2.1 AA compliant Devices Desktop primary; responsive for mobile and tablet
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