Case Studies

Generative AI content design

Exelon: Generative AI for utility customer care

Consultant, GenAI Content Design

Engaged through Deloitte, June to December 2024

The Work

Exelon's utilities were bringing generative AI into customer care. That meant an AI knowledge base for customer service reps, an email drafting assistant, and a training chatbot that coaches reps on their answers.

What I Did

I researched before anything was built, using an interview guide, a survey and an observation guide with customer service reps.
I wrote the email assistant's instructions and tested them in Microsoft Azure AI Studio. 9 of 11 test replies were rated thumbs up.
I compared the AI offerings of Duke Energy, Southern Company, Siemens and IBM, and reported my recommendations to BGE and PHI.
I wrote the launch announcement and a two-page guide for reps using the knowledge base.

The Training Chatbot

VICTOR plays the customer, scores a rep's reply, and shows a model answer. I wrote those model answers.

Collected the 30 most-asked customer questions from each of BGE, PECO and PHI, 90 in all.
Built a weighted scoring sheet on six human-centered AI criteria.
Scored the current support-site answers (averaging about 3.5 of 5), then rewrote all 90.
Took the rewrites through validation with BGE and PHI care centers.
Two PECO reps applauded my high bill answer in a test session.
Passed user acceptance testing with no open defects for the December 2024 release.

How each answer was scored

Every answer got a 1 to 5 on six human-centered AI criteria. Each score was weighted, and the weighted scores added up to the answer's total.

User experience and accessibility

25%

Content structure and modularity

20%

Accuracy and relevance

15%

Brand messaging

15%

Adaptability and scalability

10%

Privacy and security

10%

One answer, before and after

Customer: "My family member is a special needs person. Can you turn the power on right now?"

Before: scored 3 of 5

For emergencies, contact [utility] customer service for priority handling.

After: scored 5 of 5

I understand your concern for your family member. We prioritize medical conditions and can help you with necessary arrangements. I'd be glad to review your medical certification options. Remember, we prioritize your privacy and take steps to ensure all interactions follow our strict security standards, which you can learn more about at [privacy page].

Work Samples

Redacted. Operating company, system and contact names are removed. Select an image to open it full size.

Redacted launch one-pager for the CSR Knowledge Base

Launch one-pager for customer service representatives

Redacted pilot fact sheet with an annotated tool home screen

Pilot fact sheet, annotated home screen

Discovery: interview guide

Discovery: questionnaire

Discovery: shadowing guide

Knowledge management leadership

Alert Logic: Self-service support for a security operations SaaS company

Director, Knowledge Management, 2016 to 2019

Led three teams: content developers, instructional designers and technical trainers

The Work

Customer support tickets had reached an all-time high, putting contractual service levels at risk. Customers needed to find answers on their own, and the people writing help content, training and documentation were split across separate teams.

What I Did

I wrote the knowledge management strategic vision that merged three content teams (LEARN, InfoDev and Knowledge Management) into one group under Success Operations.
I supervised and coached three teams of content developers, instructional designers and technical trainers.
I relaunched the Support Center in December 2017, with a simpler content structure, more accurate article search, and user profiles to raise community participation.
I selected, bought and set up a new customer community platform, got it through internal governance approval, and launched it the same month.
I launched Knowledge Capture in Zendesk, so support agents could suggest, draft, flag and link knowledge base articles from inside a ticket, and trained the support team to use it.
I built the article production workflow, with technical review by product managers and contributions from instructional design and sales engineering, and added search engine optimization steps.
I co-ran a skills needs survey across about 16 company functions and turned the results into the 2019 knowledge management roadmap.

By the Numbers

30%

improvement in support requests per user

2.7x

growth in knowledge base views

60%

What colleagues said

“Lindsey will surprise you with her quietness, but behind that facade is a lion of excellence in execution. She has a large vision of what she wants to accomplish in the world, and I was fortunate to have had her on my team. She will be an asset wherever she chooses to continue her mission.”

Chris Mullins, Vice President Public Cloud
Alert Logic

“I worked with and mentored Lindsey at Alert Logic. I found her very attentive to details and aligned with the success of the company. She was very focused on planning and executing her team's work. Lindsey also focused on mentoring and coaching her own team as well, developing a highly productive and respected group within the company. I hope to work with her again some day.”

Thad McLemore, Director, Business Process
Alert Logic

“Lindsey hired me in from a vastly different industry to bring a fresh and novel perspective to her team and our customer training. It was a thoughtful, bold, and brilliant idea - a clear example of the spot-on strategic vision she so strongly possesses. Lindsey is a true asset and a kind person that anyone would be lucky to work with.”

Dr. Sue White, Knowledge and Training Team | Solutions Management
Alert Logic

Work Samples

Slides from the knowledge management strategic vision I wrote and presented in 2019. Select an image to open it full size.

Cover

Proposed solutions

Mission and content functions

Slide showing content curation starting with the customer

Approach: start with the customer

Slide comparing present and future deliverable types

Deliverable types, present and future

Content ecosystem

Complete documents are available to hiring teams on request.

Intranet content strategy

OhioHealth: Redesigning an employee intranet around top tasks

Content Strategist

Engaged through Celerity (now Randstad Digital), 2022

The Work

OhioHealth was redesigning eSource, its Microsoft SharePoint intranet for about 30,000 employees. I worked on the Education Benefits site, where employees look up tuition reimbursement, scholarships, eligibility and partner schools.

What I Did

I used workshop boards to map employees' top goals and their path from first hearing about a benefit to applying for it, then turned their questions into answers, calls to action and a list of content gaps.
I inventoried all 33 pages and files on the site and mapped each one to its purpose, its theme and the top task it serves, tracking publishing status through launch.
I mapped the content governance workflow: who plans, creates, reviews, approves and publishes, and how a department requests a new site.
I administered the Microsoft SharePoint Online sites directly, including permissions, groups, version control and site structure.
I managed content under HIPAA requirements, and used SharePoint usage reports to refine the site after launch.

The First 30 Days

The site launched new, so these are starting numbers rather than growth.

1,875

unique viewers

18,629

visits

5:53

minutes average time on the site

pages and files mapped to top tasks

What colleagues said

“I worked with Lindsey on an Intranet implementation for one of the largest healthcare providers in the US. Lindsey joined the team during the design phase and quickly learned the needs of the client and led the delivery of their content architecture for prioritized sites. She demonstrated a passion and persistence for delivering a best in class method for capturing and organizing content, building site navigation to best represent the user experience and templatize the method for sustainability in building future sites.

Lindsey brought a positive energy and demonstrated flexibility and responsiveness to client needs. Her expertise in content management and ability to self organize her user stories each sprint was an example for the design team and product members to follow. It was a pleasure working with Lindsey and welcome the opportunity to work with her again.”

Tim Knudson, Sr. Management Consultant, Program Director
OhioHealth

“When it comes to building any website, having a solid content strategy is key. That applies to internal websites like an intranet. Lindsey joined our intranet transformation project team and brought the fresh perspective and organizational skills we needed. She took on the tough challenge of understanding content needs of our most business-critical areas and worked with the intranet build team to bring audience-focused content to life. Lindsey’s work is helping our associates, who spend most of their day supporting patient care, understand that knowing your audience and designing content around their needs will help save valuable time in the long run.”

Melissa Young, Communication Manager
OhioHealth

“I had the pleasure of working alongside Lindsey as my organization, OhioHealth, is completing a redesign of our internal associate intranet. I went into the project a little stressed due to time constraints and the amount of work that needed done. Lindsey was so supportive and led me through every step. she was so responsive to my constant email questions and changes. The end product is more than I imagined. We were able to meet our timeline and provide our associates with the most comprehensive Education Benefits site because of the leadership and hard work of Lindsey and her team.”

Patti Wilson
OhioHealth

“While Lindsey was only able to join our team for a short time, she had an outsized positive impact on our team, our project, our client, and our organization. Midstream on a major project, she joined an extremely high-functioning team working for a very challenging client…and without missing a beat, made an immediate positive difference. She delivered outstanding work, no matter the situation, right until the end of her time with our firm. But for timing, Lindsey would still be a highly capable and very valuable member of my/our team. I highly recommend you add her to yours.”

David Nickelson, PsyD, JD, Vertical Lead, Health & Life Science
Celerity

Samples from this project, including the site home page, the content inventory, the governance workflow and the first-month report, are available to hiring teams on request.

Self-service support content

BILL: Help content for a fintech payments platform

Senior Manager, Knowledge Base & Digital Support, 2020 to 2022

Managed a team of three

The Work

BILL's customers pay and get paid through its platform, and they needed accurate answers wherever they looked for help: the Help Center, the chatbot and inside the product itself. I led the knowledge base and the self-service content behind all three.

What I Did

I led self-service knowledge across the Zendesk Help Center, the Solvvy chatbot and in-app support, and set up modular publishing logic for the content behind them.
I wrote, edited and managed documentation about fintech payments.
I reworked knowledge flows and content models, and worked with headless content in Contentful.
I co-presented a company-wide content assessment, covering 16 business functions, to BILL's Operations Committee in October 2020. It laid out content gaps for customers and staff, a three-part content framework, before-and-after rewrites of Help Center articles and in-app error messages, and the rollout of Writer, an AI writing assistant.

By the Numbers

fewer support-related detractors, the customers least likely to recommend BILL

business functions covered in the content assessment

The Operations Committee presentation is available to hiring teams on request.

Enterprise search

Alvarez & Marsal: Settling a search question left open for three years

Knowledge Management Business Partner, 2019 to 2020

A global professional services firm

The Work

The firm had been looking into an enterprise search platform for three years without reaching an answer. I joined to manage knowledge and document content across the firm.

What I Did

I identified a federated search approach built on Coveo, which searches several content sources at once, and took it to deployment in under two months.
I evaluated Coveo in a 15-slide presentation in February 2020, covering requirements from Voice of the Customer sessions, how it answered the concerns raised, analytics, how search results are ranked and weighted, vendor stability and trial terms.
I managed knowledge and document content in Box under GDPR requirements.

By the Numbers

3 years

the platform question had been open

Under 2 months

to close it

The evaluation presentation and a comparison of search vendors are available to hiring teams on request.

Back to home

Exelon: Generative AI for utility customer care

The Work

What I Did

The Training Chatbot

Work Samples

Alert Logic: Self-service support for a security operations SaaS company

The Work

What I Did

By the Numbers

What colleagues said

Work Samples

OhioHealth: Redesigning an employee intranet around top tasks

The Work

What I Did

The First 30 Days

What colleagues said

BILL: Help content for a fintech payments platform

The Work

What I Did

By the Numbers

Alvarez & Marsal: Settling a search question left open for three years

The Work

What I Did

By the Numbers