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Masterclass Content Journeys
1. Jantine Geldof, Jesse Grimes & Xander Roozen
Masterclass. October 26, 2016, Amsterdam
Learn how to apply content strategy to customer journeys, enriching one of the best-known
service design deliverables with critically important new layers.
Content Journeys
2. Part 1: A minimally viable set of content related topics
6. Too much? 6
”Every two days now, we create as much information as we did from the dawn of civilization up until 2003”
Eric Schmidt, 2010
Google CEO
7. Poor
“We are drowning in information but starved for knowledge”
7
John Naisbitt, 1982
Megatrends
8. Information overload?
If you…
• …decide you want to buy a new laptop, will you find
the time to research it?
• …decide you want to send your child to the best
school in your area, will you find the time to do the
leg-work?
• …are looking for a job in your career field, will you
find the time to search for it?
8
9. Content has an identity problem
"Everyone spoke of an information overload, but what there was in
fact was a non-information overload."
Richard Saul Wurman,
Founder of TED
10. Content drives the experience 11
abcdefghijklmnopqrstuvwxyz
“At your public library they’ve got these arranged in ways
that can make you cry, giggle, hate, wonder, ponder and
understand.”
Charles Piccirillo
National Library Week, 1961
11. “When television is good, nothing - not the theater, not the magazines or
newspapers - nothing is better.
But when television is bad, nothing is worse.”
12And it always did
Newton N. Minow
The Wasteland Speech, 1961
15. Hero content // Dove Real Beauty Sketches 15
Hero content is big bold push content that grabs immediate attention and generates awareness
16. Hub content // Bandcamp Weekly 16
Hub content is regularly scheduled pull and bond content designed to engage with consumers through
passion points and get them coming back to your platform and brand
17. Hygiene content // Verizon data plans 17
Hygiene content is pull content that allows you to be found on the internet when people are searching for
topics related to your category
22. However, you are probably not here by choice
• Increasing customer expectations
• Data explosion
• Technology complexity
22
Casual
Quick
Focused
Physical
Organizations have to deal with
23. Gap
“ Organizations invest tremendous resources on developing the framework
for a great user experience – fabulous design, robust content management
infrastructure.
Yet when it comes to the content itself, there’s often a gap.
The end result is that the value proposition for customers can’t be delivered
because the content is insufficient, inadequate, and inappropriate.”
23
Rahel Bailie
25. Weak messages create bad situations*
* Book title by David Shrigley
25
Xander Roozen
26. This is what I* mean when I say “content strategy”
“We’re talking about holistic experiences and how content enables
experiences that help people succeed at their goals. We care about content
as experience, which is why we focus on standards, voice and tone,
governance, content inventories and audits, workflows, service design,
systems and processes, metadata design, content modelling, delivery
channels, and so on.”
27
* Jonathan Colman
content strategist at Facebook
27. Just fixing the typos, creating a style guide and
maintaining a content calendar?
29
Content fulfils business objectives by
meeting audience needs. It can include
story, topic, brand elements, voice and
tone
Structure makes content findable and
usable for users, and manageable
for/responsive to technology
Workflow creates efficiencies
across content properties. It
includes roles, processes, tools
and team structure
Governance holds people
accountable for strategy and
success. It includes content
policies, standards and
guidelines
About peopleAbout content
29. Identify and express key content relationships
Looking at any given page
• Figure out separate elements and think about
how each element of information will be used.
• Related content items can be linked to or
embedded.
• Example: band, artist and album will each have
their own page.
Note: not everything can and needs to be modelled
30
30. Content model // Landscape of content types 31
Artist profile
Model inspired by Rachel Lovinger
Album page
SongChart
High level diagram for Allmusic.com
31. The backbone of a content strategy 32
Product name
Product features
Product images
PRODUCT INFORMATION
Target audience
Business owner
METADATA
….
Publication date
….
Short product description
32. Good experiences
“You can create good experiences without knowing the content.
What you can’t do is create good experiences without knowing your content structure.”
33
Mark Boulton
40. 40
In a journey map you will see the interaction of a person with service through touchpoints
Content is experienced through touchpoints too.
Adding content to the journey will give insights that drive the design of the content strategy elements
41. 46
Audit, analysis
(Marley Spoon)
User research
(IKEA)
Insights (Her)
Journey mapping
- including content
tracks
Editorial plan, tone
& voice guidelines
Content model
Metadata &
information
architecture
UX component
libraries
Requirements for
development
Content strategy elements
42. Journey with content track 49
+ +
A journey, with phases & touchpoints for a persona with content considerations
1. Goal,
2. Questions
3. Types & formats
4. Content depth
45. Content journey
“Too often, when an organization looks at design [ process, touchpoint, content ] they do it in the
context of a single interaction, process, or piece of content.
They don’t think in terms of a holistic customer experience. As a result, while they may deliver a
great experience at one touchpoint, the overall experience may still suck.
Content has a significant role to play when we approach the design of the customer experience
holistically. And yet content has long been neglected. It’s time to change that. Content strategy, by
designing experiences with content, can have a significant impact on an organization’s bottom line.”
Joyce Hostyn, 2011
42
46. What we have learned
Managing content is getting more and more complex, due to rising customer
expectations, data explosion and technology complexity.
Content strategy is a practice encompassing every aspect of content,
including its design, development, analysis, presentation, measurement, evaluation,
production, management, and governance.
A central element of a content strategy is the content model.
The content model helps bring the content strategy to life and takes the business
user into account
Content is experienced through touchpoints too. Content may exist at only one
touchpoint, or at several touchpoints. This experience can only be delivered in a
good and sustainable way when your content is properly structured.
46
47. 47
The idea is that there are processes in nature,
which operate in different timescales and as a
result there is little or no exchange of
energy/mass/information between them.
Stuart Brand transferred this intuition to
buildings and noticed that traditional buildings
were able to adapt because they allowed
“slippage” of layers: i.e. faster layers (services)
were not obstructed by slower ones
(structure).
Pace layering
51. List* of recommended reading & viewing 51
Rahel Bailie - Content Strategy: Connecting the dots between, business, brand and
benefits (book)
Stuart Brand – How buildings learn (book)
Kristina Halvorson – Content strategy for the web (book)
Colleen Jones – Clout. The art and science of influential web content (book)
Spike Jonze – Her (movie)
Rachel Lovinger – Nimble. A Razorfish report on publishing in the digital age (pdf)
Casey Neistat – www.youtube.com/user/caseyneistat (vlog)
Noz Urbina – Content strategy for decision makers (book)
Kathy Wagner – Mapping Content to Customer Journeys (presentation video)
* in alphabetical order
There is no such thing as information overload. There is just filter failure. Clay Shirkey
At your public library they’ve got these arranged in ways that can make you cry, giggle, hate, wonder, ponder and understand.
Image source: https://vimeo.com/38649304
https://en.wikiquote.org/wiki/Newton_N._Minow
Newton N. Minow (born 1926), lawyer, author, activist on behalf of quality television, organizer of Presidential debates.
David Weinberger orders of order
Physical stuff
Index cards
Digital representation, unlimited
Digital is trivial now
So it’s post-digital
Digitization has blurred the line between product & service
blurring the lines between the physical and the digital
Smart analogue: analogue experiences inspired by digital ones. (in use)
YouTube came up with this model content strategy as part of their playbook for brands using the video-sharing site.
So there are two forms of content designed to bring new viewers to you (Hero and Hygiene) and one form which aims to keep viewers engaged with your content over the medium to long term (Hub content).
Dove Real Beauty Sketches | You’re more beautiful than you think (6mins)
Published in 2013, has almost 7 million views
This is your big-ticket, probably expensive-to-produce, featured content which aims to tap directly into your audience’s passions. It’s designed to be shared widely and bring new viewers to your content.
Other examples: Red Bull Stratos (day of the supersonic jump by Felix Baumgartner), Vice Magazine
Interviews, product editorial, research, blogposts around themes
A totally new bank that pretends to be truly customer oriented.
Transparency is key
Founded by Ali Niknam
T-shirts are signs of subculture, normally used by coders, gamers & skaters
www.ing.nl
Mailchimp
Singapore Airlines
Credits images:
by Fbianchi
Cengiz SARI
Michal Beno
Gregor Črešnar
LAFS
Truck (2009) Image source
https://www.flickr.com/photos/theredproject/3393304467
Snow fall (2012)
http://www.nytimes.com/projects/2012/snow-fall/#/?part=tunnel-creek
Leaked innovation report NY Times (2014)
It’s the ‘life-force’ of a brand AND to the consumer: all content IS brand content.
Weak Messages create bad situations - Book by David Shrigley
Mediocre content that don’t meet the user expectations
Content strategy is an emerging field of practice encompassing every aspect of content, including its design, development, analysis, presentation, measurement, evaluation, production, management, and governance. – Jeffrey MacIntyre (?)
Content strategy is a repeatable system that defines the entire editorial content development process for a website development project. – Richard Sheffield (2009)
Content strategy plans for the creation, publication, and governance of useful, usable content.
Content strategy helps you understand not only what content needs to be created and published, but why. - Kristina Halvorson (2009)
Content Strategy is the systematic, thoughtful approach to surfacing the most relevant, effective, and appropriate content at the most opportune time, to the appropriate user, for the purpose of achieving a company’s strategic business objectives. – Kevin Nichols and Anne Casson (2014)
We’re talking about holistic experiences and how content enables experience that help people succeed at their goals. We care about content as experience, which is why we focus on standards, voice and tone, governance, content inventories and audits, workflows, service design, systems and processes, metadata design, content modelling, delivery channels, and so on.
Content strategists use language, data, and systems to build better experiences for people that either IAs or designers can working by themselves.
Ideally, all three discplines work together as part of a user experience team that puts the why before the how. So yes, we’re designers. Yes, we’re information architects. And yes, we’re builders too. This is what I mean when I say “content strategy”.
- Jonathan Colman, content strategist at Facebook
Definitions
http://uniquecontentstrategies.com/latest-posts/16-definition-of-content-strategy/
Before you write for MailChimp, it’s important to think about our readers. Though our voice doesn’t change much, our tone adapts to our users’ feelings. This guide will show you how that works.
Styleguide Mailchimp
voiceandtone.com
Things are getting more complex. With more touchpoints. And more systems.
A content model is a formal representation of structured content as a collection of content types and their inter-relationships.
Platforms must support concise, personal messages & context-driven problem solving
Scene from Her
Spike Jonze
2013
Theodore Twombly (Joaquin Phoenix) talking to an intelligent computer operating system personified through a female voice.
Change of the way we listen
Genres for instance are a typical old world / record industry kind of structuring information
Started with the iPod/iTunes > buy a single track (since 2001)
Access instead of ownership
Music (everything) has to fit your personal needs
A mood is what a genre used to be, but now from a listener point of view
This has huge consequences for the way we order information
Skipping is part of the business model of Spotify
IKEA (furniture would fit perfect in a content model (same furniture in different countries, different countries, different languages even in the same country). This seems like a pretty straight forward model.
2014 IKEA Life At Home Report exploring people’s global morning behaviours – from wake up to take off.
IKEA shares the insights about people in eight different cities.
Berlin, London, Moscow, Mumbai, New York, Paris, Shanghai & Stockholm
http://lifeathome.ikea.com/home/
Marleyspoon.nl
A content strategy is a set of variables that need to be charged
A mission or vision document in a company is (when it exist) often too high level
Insights taken from journeys will help defining the necessary elements of a content strategy
Stuart Brand - How Buildings Learn: What Happens After They're Built (1994)
Underlying structures that inform the information
Fast gets the attention, slow gets the power
These layers need to co-exist, they have a different pace
There is movement between up and down
Pace Layering
The idea is that there are processes in nature, which operate in different timescales and as a result there is little or no exchange of energy/mass/information between them. Brand transferred this intuition to buildings and noticed that traditional buildings were able to adapt because they allowed “slippage” of layers: i.e. faster layers (services) were not obstructed by slower ones (structure).
The full stack: the entire distributed system. The front-end, the back-end, datastores, messages queues, networks, data centers…everything.
Casey Owen Neistat (1981) is an American YouTube personality, filmmaker, and co-founder of social media company Beme.
His daily vlog has 5 million subscribers
On September 19, 2016, Neistat published a vlog titled "THE $21,000 FIRST CLASS AIRPLANE SEAT," in which he experiences Emirates' First Class service. The video quickly gained media attention and is currently the most viewed video on Neistat's channel, as of October 8, 2016, with over 22.3 million views.
A short movie by Maya Design
Video: https://vimeo.com/3248432
Rachel Lovinger - Nimble A Razorfish report on publishing in the digital age
Rahel Bailie - Content Strategy: Connecting the dots between, business, brand and benefits
Noz Urbina – Content strategy for decision makers
Kristina Halvorson – Content strategy for the web
Stuart Brand – How buildings learn
Colleen Jones – Clout – The Art and science of influental web content
Spike Jonze – Her (movie)
Kathy Wagner – Mapping Content to Customer Journeys -