A woman's arms type on a laptop with a cup of coffee to her left on a wooden desk surrounded by houseplants. Mobile and desktop articles examples are in the foreground. A woman's arms type on a laptop with a cup of coffee to her left on a wooden desk surrounded by houseplants. Mobile and desktop articles examples are in the foreground.

Client

Equifax

Industry

Finance

Our Role

Business Process Management, Content Management, Web Development

ALL SOLUTIONS

Equifax Knowledge Center

The client

Equifax Inc. is one of the three largest consumer credit reporting agencies, with operations in 24 countries. In the U.S., Equifax® offers a wide range of products and services including credit monitoring and identity theft prevention solutions for consumers. Equifax provides public educational content through their Knowledge Center to help consumers make better financial decisions.

The challenge

In 2020, with the Covid-19 pandemic throwing the country into turmoil, Congress passed several pieces of legislation to help provide economic relief to business and individuals, but resources were scattered across various government websites and news outlets. Equifax recognized that a central location for the ever-changing information was sorely needed. As a trusted voice in the financial sector, they had both a responsibility to provide it, and an opportunity to boost their consumer traffic and public image. Prior to 2020, the consumer facing Equifax Knowledge Center was updated with new articles approximately twice per month. Large volumes of content production could not be handled by the small internal team.

To accommodate the workload, Equifax brought 3 trusted vendors together, including Skyward. A plan was made to divide the effort into three buckets — content writing, SEO, and production. But the process to get a single piece of content published was cumbersome and unclear. Multiple rounds of edits were often required by the legal team, and internal staff was stretched thin.

Our response

Skyward took the reigns, documenting the entire publishing process, identifying inefficiencies, and streamlining the workflow as content was passed from one team to the next. We crafted a system for tracking the progress of an article, managing change requests, and assigning production tasks. Through collaboration with Equifax's legal team and the IT department, we achieved daily article publishes.

Within only 30 days, the frequency of publication went from two articles per month, to several per week.

Example section of the Knowledge Center content calendar we created for coordination between the four teams. Example section of the Knowledge Center content calendar we created for coordination between the four teams.

Example section of the Knowledge Center content calendar we created for coordination between the four teams.

Process flow for adding a video to an existing text article. Process flow for adding a video to an existing text article.

Process flow for adding a video to an existing text article.

Equifax has seen how important the Knowledge Center is to their business and to consumers, and has committed to ongoing maintenance and enhancements beyond the original requests. We continue to lead this effort to this day, managing multiple teams and hundreds of pieces of content throughout the publish cycle each week.

Collage of some of the Equifax Knowledge Center pages we manage, including the main hub and an article. Collage of some of the Equifax Knowledge Center pages we manage, including the main hub and an article.