Quick snapshot
Role: Lead Content Strategist
Team: UX Designer · Project Manager · Marketing Strategists
Duration: December 2023 – Ongoing
Summary
A scalable governance system that clarified content ownership, reduced off-process web requests by 40%, and gave UW Medicine teams the tools and structure to manage content more confidently — without increasing risk or rework.
Key impact
Audited 1,000+ pages to assign ownership across departments
Reduced off-process requests by 40% in 3 months
Built onboarding toolkit used by 12+ stakeholder teams
Overview
As content volume and complexity grew on uwmedicine.org, so did the confusion about who was responsible for managing it. Web update requests came in from every direction — Slack, email, meetings — often bypassing the official intake process and overloading the UX team.
I led a cross-team effort to create a modular content governance framework that defined roles, clarified ownership, and gave stakeholders the tools they needed to manage content efficiently. This work became the backbone of our onboarding process and helped the organization move from reactive content management to proactive ownership.
The Challenge
01
No clear system of record for who owned each page or section
02
Stakeholders made requests without the authority to do so
03
Content quality and governance risks were increasing — especially given the healthcare context
My Role
Audited 1,000+ live pages to identify content owners and flag gaps
Created a governance model defining 5+ content-related roles and escalation paths
Developed a Notion-based toolkit to onboard and support content owners
Integrated governance expectations directly into Wrike request flows
Partnered with WebOps, SEO, and PMs to align request logic and training
Process
1. Audit & Map Ownership
Created a master audit spreadsheet and worked with stakeholders across 12+ departments to assign primary and fallback owners. Logged gaps and aligned with PMs on next steps for orphaned content.
2. Define Roles & Model
Created a tiered governance model that mapped stakeholder types (e.g., content owner, SME, approver, delegate) to permissions, responsibilities, and request authority. Designed it to be scalable and modular.
3. Build the Toolkit
Created a Sharepoint-based governance hub with editable role templates, visual workflows, and onboarding FAQs. Included PDF versions for formal documentation use..
4. Integrate into Workflows
Updated project request forms with logic tied to the new model: optional CC fields, inline guidance, and escalation paths. Ensured that governance became part of day-to-day operations.
Results
Outcome
Detail
“The governance toolkit helped our team finally understand who does what. We used to make updates through guesswork — now we know exactly who to talk to.” — Clinical Partner
Takeaways
01
Governance doesn’t have to slow things down — it speeds up the right work
02
Clear roles and onboarding tools reduce chaos and protect UX team bandwidth
03