Case Study: Nationwide delivers knowledge to 12,000 users with Refined Sites

How Nationwide delivers knowledge to 12,000 users with Refined Sites

Nationwide, a major UK banking and financial services provider, faced the challenge of supporting its 12,000 frontline colleagues with a one-size-fits-all Confluence knowledge base that couldn't meet the distinct needs of its diverse user groups. They turned to the vendor Refined and its product, Refined Sites for Confluence, to build a flexible and scalable knowledge platform with personalized sites for different audiences.

With Refined Sites, Nationwide implemented a solution featuring several tailored knowledge sites, including a main frontline site and specialized sites for mortgage services and new-hire onboarding. This empowered the content team to make updates without developer support, slashing site re-branding time from six months to a single day. The results were outstanding, with the platform now delivering knowledge to 12,000 users and achieving 46 million total views, including 2 million views per month.

Nationwide

Louise Hobbs

Senior Knowledge Author