SlideShare a Scribd company logo
© Worldpay 2016. All rights reserved.
How we drove our content revolution in an Agile environment
Stella Crowhurst – Content Strategy Director
The Worldpay shift from user guides to experiences
© Worldpay 2016. All rights reserved.
Change always starts with people…
We are creative, insatiably curious, voracious of anything that has to do with innovation
© Worldpay 2016. All rights reserved.
Our Whys…
We want our customers to be successful, we want to make their lives easier, to help them make
decisions, integrate easily with our solutions and solve their problems.
Ultimately we want them to be happy.
Personal,
tailored to satisfy specific
specific user’s needs
Responsive,
to fit any media the user
wants to use
Simple,
straight-to-the point
content
© Worldpay 2016. All rights reserved.
• Over 15 different Integration
Guides
• ‘Bible’ style docs
• Inconsistent branding and
format
• No clear idea of target
audience
• Difficulties keeping pace with
project development
• Too many projects, too few
writers
2015The Challenge…
‘We can start a revolution when we know
what we stand against’
© Worldpay 2016. All rights reserved.
Step 1: Who are our
customers?
 Waste Analysis
 Customer Survey
 Test on usertesting.com
 Personas
 Customer journey mapping
‘A vision is like a dream, it will disappear
unless we do something with it’
© Worldpay 2016. All rights reserved.
Step 2: Mind the gaps!
‘True strength is the courage to admit weakness’
 Competitors gap analysis
 Customer interviews
 Customers/partners benchmarking
 Interviews with developers
© Worldpay 2016. All rights reserved.
Step 3: Getting control
‘Don’t complain, contribute!’
• New team structure
• Shift from pdf to websites
• Defined processes
• Recognition within PMO processes
• Lean approach to fit Agile
• Access to devs documentation
• Engage, engage, engage!
© Worldpay 2016. All rights reserved.8
Content Strategy for 2017Developers Shoppers, Customers Existing Customers
The best way to find out if it works is to do it…
support.worldpay.com
developer.worldpay.com
sign-in Service Portal
WorldpayTV
© Worldpay 2016. All rights reserved.9
Content Strategy for 2017Developers Shoppers, Customers Existing Customers
It doesn’t matter where we start. All that matters is that we start.
Simple
Personal
Responsive
© Worldpay 2016. All rights reserved.
Success is when reality looks like what’s in our imagination.
Fulfilment comes from the journey that got you there.
All quotations were inspired by and taken from ‘Together is Better’ By Simon Sinek.
Any questions?

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AgileTheDocs_2016London_Stella Crowhurst Jamie Measures Worldpay

  • 1. © Worldpay 2016. All rights reserved. How we drove our content revolution in an Agile environment Stella Crowhurst – Content Strategy Director The Worldpay shift from user guides to experiences
  • 2. © Worldpay 2016. All rights reserved. Change always starts with people… We are creative, insatiably curious, voracious of anything that has to do with innovation
  • 3. © Worldpay 2016. All rights reserved. Our Whys… We want our customers to be successful, we want to make their lives easier, to help them make decisions, integrate easily with our solutions and solve their problems. Ultimately we want them to be happy. Personal, tailored to satisfy specific specific user’s needs Responsive, to fit any media the user wants to use Simple, straight-to-the point content
  • 4. © Worldpay 2016. All rights reserved. • Over 15 different Integration Guides • ‘Bible’ style docs • Inconsistent branding and format • No clear idea of target audience • Difficulties keeping pace with project development • Too many projects, too few writers 2015The Challenge… ‘We can start a revolution when we know what we stand against’
  • 5. © Worldpay 2016. All rights reserved. Step 1: Who are our customers?  Waste Analysis  Customer Survey  Test on usertesting.com  Personas  Customer journey mapping ‘A vision is like a dream, it will disappear unless we do something with it’
  • 6. © Worldpay 2016. All rights reserved. Step 2: Mind the gaps! ‘True strength is the courage to admit weakness’  Competitors gap analysis  Customer interviews  Customers/partners benchmarking  Interviews with developers
  • 7. © Worldpay 2016. All rights reserved. Step 3: Getting control ‘Don’t complain, contribute!’ • New team structure • Shift from pdf to websites • Defined processes • Recognition within PMO processes • Lean approach to fit Agile • Access to devs documentation • Engage, engage, engage!
  • 8. © Worldpay 2016. All rights reserved.8 Content Strategy for 2017Developers Shoppers, Customers Existing Customers The best way to find out if it works is to do it… support.worldpay.com developer.worldpay.com sign-in Service Portal WorldpayTV
  • 9. © Worldpay 2016. All rights reserved.9 Content Strategy for 2017Developers Shoppers, Customers Existing Customers It doesn’t matter where we start. All that matters is that we start. Simple Personal Responsive
  • 10. © Worldpay 2016. All rights reserved. Success is when reality looks like what’s in our imagination. Fulfilment comes from the journey that got you there. All quotations were inspired by and taken from ‘Together is Better’ By Simon Sinek. Any questions?

Editor's Notes

  1. Slide 3