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UX Applied in Process
Definition and Content
Management
Joseph Dickerson
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Introduction
 The user experience process and tools are applicable
in many different business contexts and projects
 T...
+
Problem Definition
 This large company wanted two things:
 To improve their content creation process for support
artic...
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Initial activities
 Reviewed the existing document repositories/Intranet
 Reviewed existing process documentation
 In...
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Process Reengineering
 Ran a workshop with stakeholders to identify
opportunities to streamline process and identify an...
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Example user-flow
Process Reengineering
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Process Reengineering
 Reviewed both the existing and proposed process
with stakeholders and team members and revised
p...
+
Information Architecture
 Did an online open card sort exercise that
provided insight into how users think of the
domai...
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Example of an online
open card sort
Some of the
raw data
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Conclusion
 Card sort exercise allowed us to design a more
effective Intranet navigation and hierarchy
 Using user flo...
+
Questions?
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UX applied in process definition and content management

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A deck about how user experience process and principles was applied on a content strategy and process definition project.

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UX applied in process definition and content management

  1. 1. + UX Applied in Process Definition and Content Management Joseph Dickerson
  2. 2. + Introduction  The user experience process and tools are applicable in many different business contexts and projects  This example details how we were able to use UX techniques to improve business processes and a key knowledge base for a Fortune 500 client
  3. 3. + Problem Definition  This large company wanted two things:  To improve their content creation process for support articles  To make the intranet that contains their content more usable and integrated better with their process  Business goals:  Increased efficiency  More effective team members  Better content
  4. 4. + Initial activities  Reviewed the existing document repositories/Intranet  Reviewed existing process documentation  Interviewed users  What are their roles?  What are their pain-points?  What were some of their ideas?  Established timelines and regular touch-points with stakeholders
  5. 5. + Process Reengineering  Ran a workshop with stakeholders to identify opportunities to streamline process and identify any process gaps  Looked for opportunities to streamline process using automated work-flows through SharePoint  Documented existing and proposed user flows/journey maps for each role  What do they do? What tools do they use? What is their current “communication plan” with each other?
  6. 6. + Example user-flow Process Reengineering
  7. 7. + Process Reengineering  Reviewed both the existing and proposed process with stakeholders and team members and revised proposals based on feedback  Piloted the process with key members of the team  "Shadowed" team members as they did their work using the new process  Refined the process based on analysis of this shadowing
  8. 8. + Information Architecture  Did an online open card sort exercise that provided insight into how users think of the domain and information hierarchy  Created a revised navigation model based on the analysis of that exercise  We then tested the revised navigation in a "closed" card sort with a series of tasks  "You need to find the editorial calendar."  Revised based on test results and present to stakeholders
  9. 9. + Example of an online open card sort Some of the raw data
  10. 10. + Conclusion  Card sort exercise allowed us to design a more effective Intranet navigation and hierarchy  Using user flows and journey maps gave team members a better sense of their role in the process  Integrating automated messaging and workflows through SharePoint allowed for shareholders to understand what was happening when, and when action needed to occur  Ethnographic techniques during the new process’ pilot period allowed us you to get unbiased information through observation on what works and what doesn't
  11. 11. + Questions?

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