Context

Writing articles to document processes and share information on the Confluence platform is part of the daily routine for Nubankers in the People & Culture (P&C) area. However, two key challenges emerged:

• Writing articles is not their primary focus.
• The existing writing guide was lengthy and impractical.

These factors directly impacted the clarity, standardization, and scalability of content creation, making it harder for both people and artificial intelligence to consume the information effectively.

Challenge

The challenge was to create a new content guide that is more efficient, practical, and intuitive for an audience with varying levels of writing familiarity.

Solution

The first step in building the new guide was conducting an exploratory study to identify pain points and areas for improvement in the previous version. Our findings included:

• Difficulty in application: the previous guide did not provide clear instructions for users to apply its guidelines quickly.
• Lack of organization: the guide was a PDF file, making navigation difficult and relevant information hard to find.
• Low adoption: many people avoided using the guide, relying solely on their own writing skills.
• Impact on productivity: writing content took longer than necessary, and unclear texts led to doubts and support tickets for clarification.

With these insights in mind, we developed the P&C Content Guide with the following improvements:

• Two levels of information: we created a self-explanatory index for quick reference, with the option to access detailed explanations if needed.
• Optimized navigation: the new guide was built within Confluence, enabling hyperlinks for easy reference and preventing users from getting lost in the content.
• AI support: the use of prompts to enhance text quality, making the experience more interactive and practical.

More objective guidelines: Summaries and direct examples were included to guide users in writing their texts effectively.

AI-Powered Writing Support

To further assist users in improving their content, we integrated strategic AI prompts into the guide. These prompts were designed to help refine texts by:

• Providing writing suggestions: Users can leverage AI-generated recommendations to make their content clearer and more structured.
• Encouraging self-review: The prompts guide users to critically assess their writing before publishing.
• Enhancing efficiency: By using AI-generated refinements, users spend less time editing and rewriting content.

This AI-driven approach made the guide more than just a static reference—it became an interactive tool that actively supports content creation.

Benefits

After launching the Content Guide, we conducted a validation survey to confirm whether the identified pain points were addressed. The results were:

• Improved clarity and organization: the material was perceived as more intuitive, reducing users’ cognitive load.
• Increased efficiency: writing time was reduced by 15%, while text quality improved by 24%.
• Better experience for Nubankers: greater confidence in writing, less anxiety when dealing with complex topics, and reduced content reading time.
• Fewer support tickets: with clearer and more structured texts, the need for additional support significantly decreased.