Project: Standardize and document style, processes

Tauber Kienan reverse-engineered the client's site, established company-approved standards, and built and intranet knowledge base

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The Challenge: A major online stock brokerage was focused on keeping its growing customer base happy. In order to guarantee continued success it also needed to ensure that its web site was built to last. To design the site, the company had depended on the expertise of a top-notch web design firm. The company then assigned building the site to in-house production teams. The site was built in record time and looked great, but to accomplish this, the production team had used a wide variety of tools and techniques. Management quickly saw that maintaining and growing the site was going to be difficult and costly unless standards were set, documented, and communicated consistently.

The Solution: Recognizing that it needed processes that would keep its site running smoothly and enable it to grow rationally, the company turned to Tauber Kienan to get its site’s documentation on track. The Tauber Kienan team began by interviewing managers and staffers. Then, drawing on experience with similar projects, Tauber Kienan was able to reverse-engineer the site without disrupting business. This revealed how the site had been built and allowed Tauber Kienan to help standardize tools, techniques, and style conventions. Clear guidelines were developed to cover production, content, legal, marketing, branding, and other issues. Tauber Kienan then built an intranet knowledge base for the company that enabled cross-departmental access to company-approved standards.

The Outcome: Employees at the online brokerage can now consult the centralized knowledge base built by Tauber Kienan. By making guidelines, templates, and process information available online, the system has helped the brokerage avoid business and legal landmines. Staff productivity is up and frustration with the lack of clear processes has been eliminated.