Mapping the Way Forward UX Scotland 2014

1. MAPPING THE WAY FORWARD Richard Ingram @richardjingram UX Scotland, 19th June 2014 #uxscot

2. OpenStreetMap of Boston, MA So much to see and do and yet my stay was short.

3. Sketched map of Boston, MA I didn’t need an accurate map. My friends edited out what I didn’t need.

4. ©TrusteesoftheBritish Museum Babylonian map of the world Clay tablet, probably from Sippar, southern Iraq (c.700-500 BC) Babylon

5. ©TrusteesoftheBritish Museum Hereford Mappa Mundi (‘Sheet of the World’) Inked parchment, the largest medieval map known to still exist (c.1300) London Edinburgh

6. Administrative

7. Social

8. Military

9. Political

10. Walt Disney’s business map,1957 Depicts a central ﬁlm asset and its supporting entertainment assets

11. Growth of Las Vegas, NV 1984–2012 Google Earth timelapse constructed from satellite imagery

12. Radial hierarchical organisation structure About as complex and contradictory as its name suggests

13. John Rocque’s map of London, 1746 Rocque deliberately left out the city’s unsavoury elements

16. Map of organisation-wide content distribution Or that giant hairball the cat coughed up yesterday. Equally yucky.

17. MAPPING OUT A STORY Beyond physical geography

18. Wabash river Ohio river Mississippi river ©TrusteesoftheBritish Museum Native North American buckskin map Possibly used in land negotiations with the British (c.1744)

19. Distribution Distance Overlap Direction N A B C A B

20. LIGHT HEAT SUN gives gives Exploded view Concept map Different maps, same basic building blocks

21. Topological map Star map Different maps, same basic building blocks

22. North South EastWest Find your coordinate system Anything can be mapped using pairs of opposites

23. Find your coordinate system Anything can be mapped using pairs of opposites Expensive Cheap Slow Fast

24. Find your coordinate system Anything can be mapped using pairs of opposites High Low Small Large

25. Plot your landmarks Start with the most prominent feature, then move outward

26. N Plot your landmarks Start with the most prominent feature, then move outward

27. FINDING OUR WAY The unfamiliar environment

28. Content ProcessesPeople Tackling that complex trinity Content governance is an important tool for this end

29. web

30. site? We

31. use

32. ‘website’ Oh

33. well

34. ... ✓ ✗ Maintaining content consistency is hard Particularly when many contributors have other responsibilities Style

35. query Content

36. Control

37. filter Publish

38. to

39. web web-site?

40. Regional English Council Approx. 15,000 staff 7 departments Serving approx. 700,000 people Scenario: Design a new content workﬂow

41. Digital Services department (Our heroes) Our varied, siloed environment Some departments are responsible for 100s of pages, while others only a few

42. Follow

43. me! Map Expert guide (Mandy) Our varied, siloed environment How to ﬁnd our bearings in unfamiliar surroundings

44. Our varied, siloed environment To discover how content decisions are made and how they could be improved, we need to ﬁgure out who best to talk to Mandy ? ?? ? ?

45. Let’s map our environment Digital

46. Services Chief

47. Executive's Corporate

49. Resources Children

50. and

51. Young

52. People Adults

55. Communities Environment

57. and

59. Transport Community

61. Planning We’ll begin by marking out each of the seven departments

62. LargeSmall Fast Slow Let’s devise our coordinate system Digital

63. Services Chief

67. and

68. Young

69. People Adults

74. and

78. Planning

79. LargeSmall Fast Slow We’re on the move! What can we see? Digital

80. Services Chief

84. and

85. Young

86. People Adults

91. and

95. Planning

96. LargeSmall Fast Slow Digital

97. Services Chief

98. Executive's Children

99. and

100. Young

101. People Community

103. Planning Adults

106. Communities Corporate

108. Resources Let’s map those pathways Environment

110. and

112. Transport

114. Services Chief

116. and

117. Young

125. Resources What can our marked pathways tell us? Environment

127. and

129. Transport FASTER SLOWER

131. Services Chief

133. and

134. Young

142. Resources Where are the opportunities for improvement? Environment

144. and

146. Transport

148. Services Chief

150. and

151. Young

159. Resources Our map: Simple, but effective Environment

161. and

163. Transport

164. MAPPING OUT A PROCESS The unfamiliar environment

165. Requirements for an effective CMS workﬂow Meet the needs of the organisation and

166. Conducting internal user interviews Ask them to walk you through several different content creation and publishing scenarios Digital

167. Services Mandy Content Ofﬁcer

168. The ensuing conversation Mandy talks us through the typical process for publishing a press release on the council website On

169. Monday

170. I

171. received

172. a

173. request

174. from

175. John,

176. Highways

177. Manager

178. at

179. the

180. Environment

181. and

182. Transport

183. department,

184. to

185. publish

186. a

187. press

188. release

189. to

190. inform

191. the

192. community

193. of

194. the

195. start

196. of

197. major

198. road

199. improvement

200. work.

201. ! I

202. first

203. called

204. Helen,

205. Technical

206. Services

207. Manager

208. at

209. the

210. Environment

211. and

212. Transport

213. department,

214. who

215. emailed

216. through

217. the

218. source

219. material

220. and

221. directed

222. me

223. on

224. the

225. technical

226. details

227. that

228. needed

229. to

230. be

231. included.

232. The ensuing conversation cont. Mandy talks us through the typical process for publishing a press release on the council website After

233. completing

234. the

235. draft

236. in

237. the

238. CMS

239. environment,

240. I

241. marked

242. the

243. press

244. release

245. as

246. 'ready

247. for

248. review'

249. and

250. emailed

251. Rachael,

252. a

253. Content

254. Manager

255. and

256. colleague

257. in

258. the

259. Digital

260. Services

261. team,

262. and

263. Helen

264. again

265. for

266. their

267. feedback.

269. ! After

270. one

271. or

272. two

273. line

274. edits,

275. I

276. was

277. ready

278. to

279. mark

280. the

281. press

282. release

283. as

284. 'ready

285. for

286. publishing',

287. so

288. I

289. emailed

290. David,

291. a

292. Digital

293. Media

294. Officer

295. to

296. prepare

297. and

298. publish

299. the

300. press

301. release

302. to

303. the

304. test

305. server.

306. The ensuing conversation cont. Mandy is still talking us through the typical process for publishing a press release on the council website John,

307. Helen

308. and

309. Rachael

310. were

311. all

312. emailed

313. to

314. help

315. me

316. perform

317. a

318. second

319. review

320. of

321. the

322. content,

323. where

324. they

325. duly

326. approved

327. its

328. publishing

329. to

330. the

331. public

332. website.

334. ! David

335. then

336. got

337. all

338. the

339. glory

340. as

341. usual

342. by

343. hitting

344. the

345. button

346. marked

347. 'publish'. I’m

348. completely

349. lost!

350. Let’s

351. make

352. a

353. map.

354. Who are the characters in our story? Mandy

355. Content

356. Officer John

357. Highways

358. Manager Helen

359. Technical

360. Services

361. Manager Rachael

362. Content

363. Manager David

364. Digital

365. Media

366. Officer

367. Mandy

368. Content

370. Officer John

371. Highways

373. Manager Helen

374. Technical

376. Services

379. Content

381. Manager David

382. Digital

384. Media

386. Officer Environment

387. and

388. TransportDigital

389. Services

390. Mandy

391. Content

393. Officer John

394. Highways

396. Manager Helen

397. Technical

399. Services

402. Content

404. Manager David

405. Digital

407. Media

410. and

412. Services MAKE

413. REQUEST SOURCE

414. MATERIAL PROVIDE

415. MATERIAL CREATE

416. DRAFT REVIEW

417. DRAFT REVIEW

418. DRAFT REVIEW

419. DRAFT EDIT

420. DRAFT PUBLISH

421. TO

422. TEST

423. SERVER REVIEW

425. APPROVE REVIEW

427. APPROVE REVIEW

429. APPROVE REVIEW PUBLISH

430. TO

431. WEB

432. Mandy

433. Content

435. Officer John

436. Highways

438. Manager Helen

439. Technical

441. Services

444. Content

446. Manager David

447. Digital

449. Media

452. and

454. Services MAKE

455. REQUEST SOURCE

458. DRAFT REVIEW

459. DRAFT REVIEW

460. DRAFT REVIEW

461. DRAFT EDIT

462. DRAFT PUBLISH

463. TO

464. TEST

465. SERVER REVIEW

467. APPROVE REVIEW

469. APPROVE REVIEW

472. TO

473. WEB

474. Mandy

475. Content

477. Officer John

478. Highways

480. Manager Helen

481. Technical

483. Services

486. Content

488. Manager David

489. Digital

491. Media

494. and

496. Services MAKE

497. REQUEST SOURCE

500. DRAFT REVIEW

501. DRAFT REVIEW

502. DRAFT REVIEW

503. DRAFT EDIT

504. DRAFT PUBLISH

505. TO

506. TEST

507. SERVER REVIEW

509. APPROVE REVIEW

511. APPROVE REVIEW

514. TO

515. WEB

516. Mandy

517. Content

519. Officer John

520. Highways

522. Manager Helen

523. Technical

525. Services

528. Content

530. Manager David

531. Digital

533. Media

536. and

538. Services MAKE

539. REQUEST SOURCE

542. DRAFT REVIEW

543. DRAFT REVIEW

544. DRAFT REVIEW

545. DRAFT EDIT

546. DRAFT PUBLISH

547. TO

548. TEST

549. SERVER REVIEW

551. APPROVE REVIEW

553. APPROVE REVIEW

556. TO

557. WEB WHY

558. THE

559. DELAYS?

560. Mandy

561. Content

563. Officer John

564. Highways

566. Manager Helen

567. Technical

569. Services

572. Content

574. Manager David

575. Digital

577. Media

580. and

582. Services MAKE

583. REQUEST SOURCE

585. MATERIAL REVIEW

586. DRAFT REVIEW

588. APPROVE CREATE

589. DRAFT REVIEW

590. DRAFT REVIEW

591. DRAFT EDIT

592. DRAFT PUBLISH

593. TO

594. TEST

595. SERVER REVIEW

597. APPROVE REVIEW

600. TO

601. WEB CMS

602. INTERACTIONS

604. Services Chief

606. and

607. Young

615. Resources Breaking down the department Environment

617. and

619. Transport Transportation Environment Highways Helen

620. Technical

622. Services

624. Manager

626. Services Chief

628. and

629. Young

637. Resources Why is John’s sub-department failing? Environment

639. and

642. Technical

644. Services

646. Manager John

647. Highways

649. Manager

651. Services Chief

653. and

654. Young

662. Resources CMS workarounds adding unnecessary time and cost Environment

664. and

667. Technical

669. Services

671. Manager John

672. Highways

674. Manager I

675. have

676. no

677. access

678. to

679. the

680. central

681. CMS!

683. Services Chief

685. and

686. Young

694. Resources Where else could improvements be made? Environment

696. and

700. Planning Chief

702. and

703. Young

704. People Corporate

706. Resources Environment

708. and

710. Transport Adults

713. Communities SPEED

714. UP

715. PROCESSES =

716. POTENTIAL

717. SAVINGS

718. MAPPING THE WAY FORWARD The power of drawing

719. Remember: We are not completely bound by what has happened before Content ProcessesPeople Balancing that complex trinity

720. Suggestion: let’s not always rely on the old established categories, we can always invent new ones New ideas won’t always ﬁt neatly

725. ?!?

730. Aha!

731. Suggestion: let’s all step away from our screens and draw together. Encourage those innate inventive qualities

732. Make use of basic shapes, arrows, and faces. Find your axis. Above all: Embrace your mistakes. Mapmaking is a basic human instinct

733. THANK YOU, EDINBURGH! UX Scotland, 19th June 2014 #uxscot Richard Ingram @richardjingram

734. Communicating Design: Developing Web Site Documentation for Design and Planning by Dan M. Brown (@brownorama) ! You Are Here: Personal Geographies and Other Maps of the Imagination by Katharine Harmon ! Blah Blah Blah: What To Do When Words Don't Work by Dan Roam (@dan_roam) ! The Back of the Napkin: Solving Problems and Selling Ideas with Pictures by Dan Roam ! Maps of the Imagination: The Writer as Cartographer by PeterTurchi Recommended reading

735. You have been watching... David Helen John Mandy Me Mr

736. Ed Rachael

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