The design strategy focused on a unified experience that could absorb content and workflows from both environments while introducing a more conversational, AI-assisted model for finding answers.

This was not simply an interface redesign. It was a transition strategy that helped Rogers move from fragmented knowledge management toward a more scalable, intelligent support ecosystem. The experience needed to work across multiple agent groups while giving teams a clearer, faster way to find verified answers in the flow of work.

Early testing also showed that interface improvements alone would not produce trustworthy AI outputs. The structure, quality, and hierarchy of the underlying content had a direct impact on answer quality, and weak source content was contributing to poor results and hallucinations. A major part of the work therefore shifted toward strengthening the content foundation through redesigned templates, article models, and content patterns so material from both systems could be restructured and migrated more effectively. This helped create the conditions for more reliable AI performance, centralized governance in Contentful, and a stronger long-term knowledge ecosystem.