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Convergence of UX and Technical 
Communication 
Pam Noreault 
Twitter @pnoreault 
LavaCon 2014
• ACI Worldwide 
• Sr. Mgr Information Development 
• 22+ years experience 
• Gadget geek 
• People watcher 
2
1. Why? 
2. Start Here 
3. When/how to Engage 
4. Overall Strategy 
5. Content Strategy based on Customer 
Engagement Resu...
4
If customers rule, companies must 
converge user experience designers 
(UXD) and technical writers under the user 
experie...
How many of you work for companies that 
have done this convergence? 
• Yes, we have converged 
• No, not happened 
• No U...
• Who talks to customers? 
• Listen, learn, apply – REPEAT 
• It’s not about asking what your 
customers want, it’s about ...
• Listen 
• Observe 
• Interview 
• Contextual interviews 
• Usability tests 
• Card sorts 
• Surveys 
• Consumer 
communi...
• Collaborate with those who talk to 
customers 
• Social media 
– Review LinkedIn and other forums related to 
your compa...
• Mine from social networking sites 
• Join LinkedIn groups and ask questions 
and post surveys 
• Seek input from people ...
Are you engaging with your customers 
directly prior to starting a project? 
• Yes 
• No 
11
Engagement 
Types 
Schedule 
Determine How 
to Use Info 
Keep the 
Conversation 
Going 
Measure Success 
12
Two major releases this year, I am going to: 
Step 1 – Engagement types 
• Complete five customer interviews 
• Observe sa...
Step 3 – Information Use 
• Improve my deliverables 
• Create different deliverables that better meet 
customer needs 
Ste...
• Measure “time on task” 
• Measure the reduction in support calls 
around issues you addressed 
• Ask customers to tout t...
1. Online Help 
2. Content Uplift 
16
• Decreased activity time 
• Increased customer satisfaction with 
your deliverables 
• Reduced support calls around the i...
How many of you are validating project 
deliverables with customers? 
• I’ve thought about doing this 
• Yes, I do this 
•...
Engagement 
Types 
Schedule 
Determine How 
to Use Info 
Keep the 
Conversation 
Going 
Measure Success 
19
• UX convergence is happening 
• Customer engagement is not a fad 
20
• Obtain a UX certificate or degree 
• Take online classes that focus on user 
research, measuring customer satisfaction, ...
1. Why? 
2. Start Here 
3. When/how to Engage 
4. Overall Strategy 
5. Content Strategy based on Customer 
Engagement Resu...
23
Pam Noreault – Sr. Mgr Information 
Development 
• pamela.noreault@aciworldwide.com 
• pamnoreault@gmail.com 
• Twitter – ...
• Goodman, Elizabeth; Kuniavsky, Mike; and Moed, Andrea. 
Observing the User Experience, Second Edition: A Practitioner’s ...
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Convergence of UX and Technical Communication

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Presentation for LavaCon 2014 on the convergence of user experience design and Technical Communication.

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Convergence of UX and Technical Communication

  1. 1. Convergence of UX and Technical Communication Pam Noreault Twitter @pnoreault LavaCon 2014
  2. 2. • ACI Worldwide • Sr. Mgr Information Development • 22+ years experience • Gadget geek • People watcher 2
  3. 3. 1. Why? 2. Start Here 3. When/how to Engage 4. Overall Strategy 5. Content Strategy based on Customer Engagement Results 6. Success Measures 3
  4. 4. 4
  5. 5. If customers rule, companies must converge user experience designers (UXD) and technical writers under the user experience (UX) umbrella Trainers and UI designers belong as well 5
  6. 6. How many of you work for companies that have done this convergence? • Yes, we have converged • No, not happened • No UXD where I work 6
  7. 7. • Who talks to customers? • Listen, learn, apply – REPEAT • It’s not about asking what your customers want, it’s about understanding how they work 7
  8. 8. • Listen • Observe • Interview • Contextual interviews • Usability tests • Card sorts • Surveys • Consumer communities, partner programs, focus groups • Prototyping • Task analysis (observe users doing tasks) 8
  9. 9. • Collaborate with those who talk to customers • Social media – Review LinkedIn and other forums related to your company’s line of business – Monitor your customers on Twitter – Monitor your own company’s tweets – Find Facebook chatter 9
  10. 10. • Mine from social networking sites • Join LinkedIn groups and ask questions and post surveys • Seek input from people who represent the same personas as your users 10
  11. 11. Are you engaging with your customers directly prior to starting a project? • Yes • No 11
  12. 12. Engagement Types Schedule Determine How to Use Info Keep the Conversation Going Measure Success 12
  13. 13. Two major releases this year, I am going to: Step 1 – Engagement types • Complete five customer interviews • Observe same five customers using our product • Pull the user assistance-related support cases that have been opened in the past year Step 2 - Schedule 13
  14. 14. Step 3 – Information Use • Improve my deliverables • Create different deliverables that better meet customer needs Step 4 – Measuring Success • Complete validating testing with customers Step 5 – Keep conversation going • Share the improvements made and new deliverables with these five customers 14
  15. 15. • Measure “time on task” • Measure the reduction in support calls around issues you addressed • Ask customers to tout the positive experience (case studies, testimonials, email/call to your manager or support mgr, tweet, comments in company or social media forums, etc.) 15
  16. 16. 1. Online Help 2. Content Uplift 16
  17. 17. • Decreased activity time • Increased customer satisfaction with your deliverables • Reduced support calls around the issues you addressed • Positive PR from customers (What’s better than positive PR!) 17
  18. 18. How many of you are validating project deliverables with customers? • I’ve thought about doing this • Yes, I do this • No, who has time for validation 18
  19. 19. Engagement Types Schedule Determine How to Use Info Keep the Conversation Going Measure Success 19
  20. 20. • UX convergence is happening • Customer engagement is not a fad 20
  21. 21. • Obtain a UX certificate or degree • Take online classes that focus on user research, measuring customer satisfaction, or accessing customer needs • Attend free webinars on intelligent content, user research, measuring customer satisfaction, or accessing customer needs • Network and partner with UX professionals 21
  22. 22. 1. Why? 2. Start Here 3. When/how to Engage 4. Overall Strategy 5. Content Strategy based on Customer Engagement Results 6. Success Measures 22
  23. 23. 23
  24. 24. Pam Noreault – Sr. Mgr Information Development • pamela.noreault@aciworldwide.com • pamnoreault@gmail.com • Twitter – @pnoreault • LinkedIn – Pam Noreault 24
  25. 25. • Goodman, Elizabeth; Kuniavsky, Mike; and Moed, Andrea. Observing the User Experience, Second Edition: A Practitioner’s Guide to User Research. Waltham: Elsevier, 2012. • Gothelf, Jeff. Lean UX: Applying Lean Principles to Improve User Experience. Sebastopol: O’Reilly, 2013. • Lea, Wendy. “The New Rules of Customer Engagement,” Inc.com. Inc Magazine, 5 April 2012, accessed 16 February 2014. • “User Research Basics,” Usability.gov. US Department of Health & Human Services, 6 June 2013, accessed 16 February 2014. 25

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