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Building a UEx Strategy for In-Product Self-Help - Eeshita Grover


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Digitization has impacted every aspect of products and services. This elevates the importance of enabling a seamless user experience, through in-product user assistance tools to defining the mobile presence and everything else in between. This session walks you through building a UEx strategy for in-product navigation, self-help modules and the impact on rate of adoption and overall customer success.

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Building a UEx Strategy for In-Product Self-Help - Eeshita Grover

  1. 1. Eeshita Grover Senior Manager, User Content Cisco
  2. 2. Definition Digitization is the process of converting information into a digital format. In this format, information is organized into discrete units of data.
  3. 3. Space for text hereDigitization and User Content Content everywhere …BYOD
  4. 4. Designing the Content Experience Considerations Content Strategy Content Landscape Metrics
  5. 5. A content experience is the environment in which your content lives, how it's structured, and how it compels your prospects and customers to engage with your company. Unlike content marketing, content experience takes into account how people consume and interact with your content, not just the words on the page. - Uberflip Content Experience
  6. 6. Content Experience translates into Customer Success and Customer Experience. Content Experience
  7. 7. Equation includes: ● Knowledge of your product and the user ● Content creation and delivery mechanisms Content Strategy Dynamic, changing fabric of content
  8. 8. Tools for building a content strategy Content Analysis, Business strategy, audience, goal Content Ecosystem – Sphere of influence, span of control Inventory and Audit Metadata and Taxonomy Content Curation Search Governance Content Strategy
  9. 9. Key Players ● Many content generators ● Many tools Content Landscape Ecosystem
  10. 10. Collecting and Analyzing ● Direct and Indirect Giveaways ● Onboarding to Retention Metrics Standards of measurement for efficiency, performance, progress, or quality of a plan, process, or product.
  11. 11. Scott M. Graffius, Agile Scrum: Your Quick Start Guide with Step-by-Step Instructions “If you don’t collect any metrics, you’re flying blind. If you collect and focus on too many, they may be obstructing your field of view.”
  12. 12. Thank You! Eeshita Grover