Splunk

Strategic Implementation & Governance 

Lantern’s success is built on a robust, scalable crowdsourcing model that leverages the expertise of over 140 internal staff and partners. Key strategic elements include: 

• Expert Curation: A rigorous editorial and governance process ensures that crowdsourced content remains high-quality, findable, and up-to-date.  

• Democratized Access: Unlike many industry competitors who monetize expert knowledge, Lantern provides enterprise-level insights free of charge to all customers, regardless of their service tier. 

Benchmarking Mastery & Industry Recognition 

Splunk Lantern’s performance is validated by top-tier industry metrics and prestigious external recognition. Most notably, Lantern was awarded the 2026 Silver Stevie Award for Best Use of Thought Leadership in Customer Service. 

This recognition is supported by objective benchmarking data from CXOne, which ranks Lantern: 

• #1 out of 5 similar peer organizations for page refresh and session metrics.  

• #2 for total contribution events and low rates of abandoned visitors 

Additionally, in a 2024 internal independent audit of 10 Splunk knowledge sites, Lantern ranked #1 in seven key measures of content quality, including governance, taxonomy application, SEO, findability, and content reuse. 

Innovation in Knowledge Management  

Lantern consistently pushes the boundaries of traditional knowledge management through technical innovation: 

• Federated Search: Streamlines the customer experience by allowing users to search across all Splunk knowledge repositories from a single interface.  

• Interactive Learning: The integration of H5P interactivity has transformed static articles into immersive learning experiences, featuring branching scenarios and active learning components.  

• In-Product Integration: Lantern’s content powers the Insight Suite for Splunk app, which uses data from customer environments to provide personalized, prescriptive help directly within their product UI. 

Creative UI Redesign & User Feedback Innovation 

Lantern was recently redesigned in response to user feedback to make it easier for users to find, navigate to, and use our 1000+ articles. 

• User-Feedback Integration: A dedicated Qualtrics feedback program - with feedback boxes embedded on every major content page - creates a continuous feedback loop that makes it easier for users to provide feedback, and for us to identify and fix issues.  

• Ground-Up Platform Redesign: Lantern's latest site redesign went far beyond an out-of-the-box Expert experience. Our team implemented a comprehensive, meticulously researched overhaul of the platform's entire information architecture - introducing new top-level navigation categories, new drop-down menus and buttons, restructured content hierarchies across all of our major content pathways, and a rebuilt home page experience with custom-designed template blocks. Hundreds of articles were remapped to new locations, icon sets were refreshed, and every change was carefully staged to minimize disruption to active users. 

Outstanding Results  

The continued strategic management of the platform has led to significant, measurable growth and efficiency: 

• Our most recent quarterly results, compared year-over-year, showed that page views are up by 14.5% and new users increased by 73%.  

• 521 key words brought people to Lantern via Google Top 10 results. This value was 285 last quarter.  

• 63 key words brought Lantern content into Google's AI overview. This value was 15 last quarter.  

• The site redesign we completed in Q1 resulted in a 17% increase (quarter-onquarter) of content page views, and up to a 34% decrease in navigational page views, indicating that customers are getting directly to the how-to content they need quickly, spending less time searching on the site for what might help. 

By combining cutting-edge technology with a community-driven content strategy, Splunk Lantern exemplifies mastery of knowledge management. Lantern does not just store information - it transforms collective expertise into actionable success for a diverse global customer base. 

Team

• Jennifer Swallow: Senior Technical​ Content Manager

• Kaye Chapman: Senior Lantern Content Specialist