Mapping the Way Forward UX Cambridge 2014

1. MAPPING THE WAY FORWARD Richard Ingram @richardjingram UX Cambridge, 12th September 2014 #uxcam

2. OpenStreetMap of Boston, MA So much to see and do and yet my stay was short.

3. Sketched map of Boston, MA I didn’t need an accurate map. My friends edited out what I didn’t need.

4. © Trustees of the British Museum Babylon Babylonian map of the world Clay tablet, probably from Sippar, southern Iraq (c.700-500 BC)

5. © Trustees of the British Museum London Edinburgh Hereford Mappa Mundi (‘Sheet of the World’) Inked parchment, the largest medieval map known to still exist (c.1300)

7. Administrative

8. Administrative Social

9. Administrative Social Military

10. Administrative Social Military Political

11. Walt Disney’s business map,1957 Depicts a central film asset and its supporting entertainment assets

12. Growth of Las Vegas, NV 1984–2012 Google Earth timelapse constructed from satellite imagery

13. Growth of Las Vegas, NV 1984–2012 Google Earth timelapse constructed from satellite imagery

14. Radial hierarchical organisation structure About as complex and contradictory as its name suggests

15. John Rocque’s map of London, 1746 Rocque deliberately left out the city’s unsavoury elements

18. Map of organisation-wide content distribution Or that giant hairball the cat coughed up yesterday. Equally yucky.

19. MAPPING OUT A STORY Beyond physical geography

20. Wabash river Ohio river Mississippi river © Trustees of the British Museum Native North American buckskin map Possibly used in land negotiations with the British (c.1744)

21. Distribution Distance Overlap Direction N A B C A B

22. LIGHT HEAT Different maps, same basic building blocks SUN gives gives Exploded view Concept map

23. Different maps, same basic building blocks Topological map Star map

24. Find your coordinate system Anything can be mapped using pairs of opposites North West East South

25. Find your coordinate system Anything can be mapped using pairs of opposites Expensive Slow Fast Cheap

26. Find your coordinate system Anything can be mapped using pairs of opposites High Small Large Low

27. Plot your landmarks Start with the most prominent feature, then move outward

28. Plot your landmarks Start with the most prominent feature, then move outward

29. N Plot your landmarks Start with the most prominent feature, then move outward

30. FINDING OUR WAY The unfamiliar environment

31. Tackling that complex trinity Content governance is an important tool for this end Content People Processes

32. Maintaining content consistency is hard Particularly when many contributors have other responsibilities web-site? web

33. site? We

34. use

35. ‘website’ Oh

36. well

37. ... ✓ ✗ Style

38. query Content

39. Control

40. filter Publish

41. to

42. web

43. Scenario: Design a new content workflow Regional English Council Approx. 15,000 staff 7 departments Serving approx. 700,000 people

44. Our varied, siloed environment Some departments are responsible for 100s of pages, while others only a few Digital Services department (Our heroes)

45. Our varied, siloed environment How to find our bearings in unfamiliar surroundings Follow

46. me! Map Expert guide (Mandy)

47. Our varied, siloed environment To discover how content decisions are made and how they could be improved, we need to figure out who best to talk to Mandy ? ? ? ? ?

48. Let’s map our environment We’ll begin by marking out each of the seven departments

49. Let’s map our environment We’ll begin by marking out each of the seven departments Digital

50. Services

51. Let’s map our environment We’ll begin by marking out each of the seven departments Digital

52. Services Chief

53. Adults

56. Communities Executive's Corporate

58. Resources Children

59. and

60. Young

61. People Environment

63. and

65. Transport Community

67. Planning

68. Let’s devise our coordinate system Digital

69. Services Chief

70. Adults

76. and

77. Young

80. and

84. Planning

85. Let’s devise our coordinate system Small Large Digital

86. Services Chief

87. Adults

93. and

94. Young

97. and

101. Planning

102. Let’s devise our coordinate system Small Fast Large Digital

103. Services Slow Chief

104. Adults

110. and

111. Young

114. and

118. Planning

119. We’re on the move! What can we see? Small Fast Large Slow Digital

120. Services Chief

121. Executive's Corporate

124. and

125. Young

126. People Adults

129. Communities Environment

131. and

135. Planning

137. Services Chief

141. and

142. Young

143. People Adults

148. and

152. Planning

154. Services Chief

158. and

159. Young

160. People Adults

165. and

169. Planning

170. Small Fast Large Slow Digital

171. Services Chief

172. Executive's Children

173. and

174. Young

175. People Community

177. Planning Corporate

179. Resources Adults

182. Communities Let’s map those pathways Environment

184. and

186. Transport

187. Small Fast Large Slow Digital

188. Services Chief

190. and

191. Young

199. Communities Let’s map those pathways Environment

201. and

203. Transport

204. What can our marked pathways tell us? Small Fast Large Slow Digital

205. Services Chief

207. and

208. Young

218. and

220. Transport

221. What can our marked pathways tell us? Small Fast Large FASTER Slow Digital

222. Services Chief

224. and

225. Young

235. and

237. Transport SLOWER

238. Where are the opportunities for improvement? Small Fast Large Slow Digital

239. Services Chief

241. and

242. Young

252. and

254. Transport

255. Where are the opportunities for improvement? Small Fast Large Slow Digital

256. Services Chief

258. and

259. Young

269. and

271. Transport

272. Our map: Simple, but effective Small Fast Large Slow Digital

273. Services Chief

275. and

276. Young

286. and

288. Transport

289. MAPPING OUT A PROCESS The unfamiliar environment

290. Requirements for an effective CMS workflow Meet the needs of the organisation and

291. Conducting internal user interviews Ask them to walk you through several different content creation and publishing scenarios Digital

292. Services Mandy Content Officer

293. The ensuing conversation Mandy talks us through the typical process for publishing a press release on the council website On

294. Monday

295. I

296. received

297. a

298. request

299. from

300. John,

301. Highways

302. Manager

303. at

304. the

305. Environment

306. and

307. Transport

308. department,

309. to

310. publish

311. a

312. press

313. release

314. to

315. inform

316. the

317. community

318. of

319. the

320. start

321. of

322. major

323. road

324. improvement

325. work.

326. ! I

327. first

328. called

329. Helen,

330. Technical

331. Services

332. Manager

333. at

334. the

335. Environment

336. and

337. Transport

338. department,

339. who

340. emailed

341. through

342. the

343. source

344. material

345. and

346. directed

347. me

348. on

349. the

350. technical

351. details

352. that

353. needed

354. to

355. be

356. included.

357. The ensuing conversation cont. Mandy talks us through the typical process for publishing a press release on the council website After

358. completing

359. the

360. draft

361. in

362. the

363. CMS

364. environment,

365. I

366. marked

367. the

368. press

369. release

370. as

371. 'ready

372. for

373. review'

374. and

375. emailed

376. Rachael,

377. a

378. Content

379. Manager

380. and

381. colleague

382. in

383. the

384. Digital

385. Services

386. team,

387. and

388. Helen

389. again

390. for

391. their

392. feedback.

394. ! After

395. one

396. or

397. two

398. line

399. edits,

400. I

401. was

402. ready

403. to

404. mark

405. the

406. press

407. release

408. as

409. 'ready

410. for

411. publishing',

412. so

413. I

414. emailed

415. David,

416. a

417. Digital

418. Media

419. Officer

420. to

421. prepare

422. and

423. publish

424. the

425. press

426. release

427. to

428. the

429. test

430. server.

431. The ensuing conversation cont. Mandy is still talking us through the typical process for publishing a press release on the council website John,

432. Helen

433. and

434. Rachael

435. were

436. all

437. emailed

438. to

439. help

440. me

441. perform

442. a

443. second

444. review

445. of

446. the

447. content,

448. where

449. they

450. duly

451. approved

452. its

453. publishing

454. to

455. the

456. public

457. website.

459. ! David

460. then

461. got

462. all

463. the

464. glory

465. as

466. usual

467. by

468. hitting

469. the

470. button

471. marked

472. 'publish'. I’m

473. completely

474. lost!

475. Let’s

476. make

477. a

478. map.

479. Who are the characters in our story? Mandy

480. Content

481. Officer John

482. Highways

483. Manager Helen

484. Technical

485. Services

486. Manager Rachael

487. Content

488. Manager David

489. Digital

490. Media

491. Officer

492. David

493. Digital

495. Media

497. Officer Environment

498. and

499. Transport Digital

500. Services Helen

501. Technical

503. Services

505. Manager John

506. Highways

509. Content

511. Manager Mandy

512. Content

514. Officer

515. David

516. Digital

518. Media

521. and

523. Services Helen

524. Technical

526. Services

528. Manager John

529. Highways

532. Content

534. Manager Mandy

535. Content

537. Officer MAKE

538. REQUEST PROVIDE

539. MATERIAL SOURCE

540. MATERIAL CREATE

541. DRAFT REVIEW

542. DRAFT REVIEW

543. DRAFT REVIEW

544. DRAFT EDIT

545. DRAFT REVIEW

547. APPROVE REVIEW

549. APPROVE REVIEW

551. APPROVE REVIEW PUBLISH

552. TO

553. TEST

554. SERVER PUBLISH

555. TO

556. WEB

557. David

558. Digital

560. Media

563. and

565. Services Helen

566. Technical

568. Services

570. Manager John

571. Highways

574. Content

576. Manager Mandy

577. Content

579. Officer MAKE

583. DRAFT REVIEW

584. DRAFT REVIEW

585. DRAFT REVIEW

586. DRAFT EDIT

587. DRAFT REVIEW

589. APPROVE REVIEW

591. APPROVE REVIEW

594. TO

595. TEST

596. SERVER PUBLISH

597. TO

598. WEB

599. David

600. Digital

602. Media

605. and

607. Services Helen

608. Technical

610. Services

612. Manager John

613. Highways

616. Content

618. Manager Mandy

619. Content

621. Officer MAKE

625. DRAFT REVIEW

626. DRAFT REVIEW

627. DRAFT REVIEW

628. DRAFT EDIT

629. DRAFT REVIEW

631. APPROVE REVIEW

633. APPROVE REVIEW

636. TO

637. TEST

638. SERVER PUBLISH

639. TO

640. WEB

641. David

642. Digital

644. Media

647. and

649. Services Helen

650. Technical

652. Services

654. Manager John

655. Highways

658. Content

660. Manager Mandy

661. Content

663. Officer MAKE

667. DRAFT REVIEW

668. DRAFT REVIEW

669. DRAFT REVIEW

670. DRAFT EDIT

671. DRAFT REVIEW

673. APPROVE REVIEW

675. APPROVE REVIEW

678. TO

679. TEST

680. SERVER PUBLISH

681. TO

682. WEB

683. David

684. Digital

686. Media

689. and

691. Services Helen

692. Technical

694. Services

696. Manager John

697. Highways

700. Content

702. Manager Mandy

703. Content

705. Officer MAKE

709. DRAFT REVIEW

710. DRAFT REVIEW

711. DRAFT REVIEW

712. DRAFT EDIT

713. DRAFT REVIEW

715. APPROVE REVIEW

717. APPROVE REVIEW

720. TO

721. TEST

722. SERVER PUBLISH

723. TO

724. WEB

725. David

726. Digital

728. Media

731. and

733. Services Helen

734. Technical

736. Services

738. Manager John

739. Highways

742. Content

744. Manager Mandy

745. Content

747. Officer MAKE

751. DRAFT REVIEW

752. DRAFT REVIEW

753. DRAFT REVIEW

754. DRAFT EDIT

755. DRAFT REVIEW

757. APPROVE REVIEW

759. APPROVE REVIEW

762. TO

763. TEST

764. SERVER PUBLISH

765. TO

766. WEB

767. David

768. Digital

770. Media

773. and

775. Services Helen

776. Technical

778. Services

780. Manager John

781. Highways

784. Content

786. Manager Mandy

787. Content

789. Officer MAKE

793. DRAFT REVIEW

794. DRAFT REVIEW

795. DRAFT REVIEW

796. DRAFT EDIT

797. DRAFT REVIEW

799. APPROVE REVIEW

801. APPROVE REVIEW

804. TO

805. TEST

806. SERVER PUBLISH

807. TO

808. WEB

809. David

810. Digital

812. Media

815. and

817. Services Helen

818. Technical

820. Services

822. Manager John

823. Highways

826. Content

828. Manager Mandy

829. Content

831. Officer MAKE

835. DRAFT REVIEW

836. DRAFT REVIEW

837. DRAFT REVIEW

838. DRAFT EDIT

839. DRAFT REVIEW

841. APPROVE REVIEW

843. APPROVE REVIEW

846. TO

847. TEST

848. SERVER PUBLISH

849. TO

850. WEB

851. David

852. Digital

854. Media

857. and

859. Services Helen

860. Technical

862. Services

864. Manager John

865. Highways

868. Content

870. Manager Mandy

871. Content

873. Officer MAKE

877. DRAFT REVIEW

878. DRAFT REVIEW

879. DRAFT REVIEW

880. DRAFT EDIT

881. DRAFT REVIEW

883. APPROVE REVIEW

885. APPROVE REVIEW

888. TO

889. TEST

890. SERVER PUBLISH

891. TO

892. WEB

893. David

894. Digital

896. Media

899. and

901. Services Helen

902. Technical

904. Services

906. Manager John

907. Highways

910. Content

912. Manager Mandy

913. Content

915. Officer MAKE

919. DRAFT REVIEW

920. DRAFT REVIEW

921. DRAFT REVIEW

922. DRAFT EDIT

923. DRAFT REVIEW

925. APPROVE REVIEW

927. APPROVE REVIEW

930. TO

931. TEST

932. SERVER PUBLISH

933. TO

934. WEB

935. David

936. Digital

938. Media

941. and

943. Services Helen

944. Technical

946. Services

948. Manager John

949. Highways

952. Content

954. Manager Mandy

955. Content

957. Officer MAKE

958. REQUEST SOURCE

959. MATERIAL PROVIDE

961. DRAFT REVIEW

962. DRAFT REVIEW

963. DRAFT REVIEW

964. DRAFT EDIT

965. DRAFT PUBLISH

966. TO

967. TEST

968. SERVER REVIEW

970. APPROVE REVIEW

972. APPROVE REVIEW

975. TO

976. WEB

977. David

978. Digital

980. Media

983. and

985. Services Helen

986. Technical

988. Services

990. Manager John

991. Highways

994. Content

996. Manager Mandy

997. Content

999. Officer MAKE

1000. REQUEST SOURCE

1003. DRAFT REVIEW

1004. DRAFT REVIEW

1005. DRAFT REVIEW

1006. DRAFT EDIT

1007. DRAFT PUBLISH

1008. TO

1009. TEST

1010. SERVER REVIEW

1012. APPROVE REVIEW

1017. TO

1018. WEB

1019. David

1020. Digital

1022. Media

1025. and

1027. Services Helen

1028. Technical

1030. Services

1032. Manager John

1033. Highways

1036. Content

1038. Manager Mandy

1039. Content

1041. Officer MAKE

1045. DRAFT REVIEW

1046. DRAFT REVIEW

1047. DRAFT REVIEW

1048. DRAFT EDIT

1049. DRAFT PUBLISH

1050. TO

1051. TEST

1052. SERVER REVIEW

1059. TO

1060. WEB WHY THE DELAYS?

1061. David

1062. Digital

1064. Media

1067. and

1070. Technical

1072. Services

1074. Manager John

1075. Highways

1078. Content

1080. Manager Mandy

1081. Content

1083. Officer MAKE

1086. MATERIAL REVIEW

1087. DRAFT REVIEW

1088. DRAFT REVIEW

1090. APPROVE CREATE

1091. DRAFT REVIEW

1092. DRAFT EDIT

1093. DRAFT PUBLISH

1094. TO

1095. TEST

1096. SERVER REVIEW

1101. TO

1102. WEB

1103. David

1104. Digital

1106. Media

1109. and

1112. Technical

1114. Services

1116. Manager John

1117. Highways

1120. Content

1122. Manager Mandy

1123. Content

1125. Officer MAKE

1129. DRAFT REVIEW

1130. DRAFT REVIEW

1133. DRAFT REVIEW

1134. DRAFT EDIT

1135. DRAFT PUBLISH

1136. TO

1137. TEST

1138. SERVER REVIEW

1143. TO

1144. WEB CMS INTERACTIONS

1145. David

1146. Digital

1148. Media

1151. and

1154. Technical

1156. Services

1158. Manager John

1159. Highways

1162. Content

1164. Manager Mandy

1165. Content

1167. Officer MAKE

1171. DRAFT REVIEW

1172. DRAFT REVIEW

1175. DRAFT REVIEW

1176. DRAFT EDIT

1177. DRAFT PUBLISH

1178. TO

1179. TEST

1180. SERVER REVIEW

1185. TO

1186. WEB CMS INTERACTIONS

1187. Breaking down the department Small Fast Large Slow Digital

1188. Services Chief

1190. and

1191. Young

1201. and

1203. Transport

1207. and

1208. Young

1218. and

1220. Transport

1224. and

1225. Young

1235. and

1237. Transport Transportation Environment Highways Helen

1238. Technical

1240. Services

1242. Manager

1243. Why is John’s sub-department failing? Small Fast Large Slow Digital

1246. and

1247. Young

1257. and

1259. Transport Transportation Environment Highways Helen

1260. Technical

1262. Services

1264. Manager

1265. Why is John’s sub-department failing? Small Fast Large Slow Digital

1268. and

1269. Young

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