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UX and content strategy

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UX and content strategy

  1. 1. PLAIN LANGUAGE IN E-SERVICES KARIN HANSSON (VHS) & SUSANNA NISSAR (InUse) 1 Illustrations: Lisa Holmberg (InUse)
  2. 2. Complexsystem Text fromunderneath differentthe surface systems Content too late in the process Enter your name 2
  3. 3. Antagning.se startsidan CMS Admissions systemUniversitydatabase Hard-coded
  4. 4. +Design Implementation Content 4
  5. 5. 5
  6. 6. +Design Implementation Content 6
  7. 7. Tests with usersDemo Design Team Implementation
  8. 8. Effect mapAimTarget groupsUsage goalsActions
  9. 9. Effect map Apply online without help from call centerAim First timeTarget groups applicant Understand theUsage goals progress of her applicationActions Translate technical language
  10. 10. + + = 11
  11. 11. KARIN HANSSONThe Swedish Agencyfor Higher Education Services (VHS)karin.hansson@vhs.se SUSANNA NISSAR InUse Consulting AB susanna.nissar@inuse.se Enter your name 12

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