Vox: a community where users helped each other

Create a learning site for Sphere, with how-to videos from our ed tech team, guided tours, and a guide to Sphere's design language and vocabulary. It launched as P2 Learning.

• Repeated tickets. QA received many tickets about the same issues and the same enhancement requests.
• Unclear priorities. Ticket priority levels in Jira and Rally were often inflated, making the most urgent issues harder to find.
• Limited connection between users. People had few ways to share knowledge with colleagues in their own divisions.

• A community forum. The Workshop gave users a place to ask questions and share answers with colleagues across their division. The site was later renamed P2 Vox.
• A home for explaining change. Vox later hosted guidance such as the explanation of how Planning's AI predictions worked.
• The Construction Portal. A companion learning platform for subcontractors, who aren't Comcast employees, where they train on Comcast's field technologies and earn certifications. It met security, legal, and WCAG requirements.

Early participation in the Workshop was low, because users were hesitant to post. I worked with the QA team to respond to every post with appreciation, and to explain how and when feedback would be shared with the wider team. As people saw their input welcomed, participation grew.

Support doesn't always need to come from a help desk. Giving users a way to learn from one another can be just as effective.