An overview of how to deal with the problem of multiple technologies representing a single brand, updated for the 2016 Nonprofit Technology Conference. With Lara Koch of The HSUS and Melissa Barber of North Peak Solutions
The document is a series of 16 pages from an online flipbook about technology on December 15, 2017. It provides a URL to access each sequential page of the flipbook discussing an unknown technological topic.
This document discusses the need for organizations to future proof their content by moving away from the WYSIWYG (What You See Is What You Get) model and embracing structured content that can be published across different devices and interfaces. It notes the rise of mobile internet usage and importance of designing content that works well on phones and tablets in addition to desktops. The document advocates for using structured metadata to describe content and relationships so it can be reused and displayed in different contexts. It provides examples of how organizations like NPR and OPB structure their content to publish everywhere.
The document discusses the benefits of integrating a CRM system with Drupal, including a consistent user experience, simplified integration, capturing more engagement data, maintaining a single consistent data system, and lower training costs. It provides an overview of several Drupal CRM modules and distributions that can be used, such as CRM Core, CiviCRM, Springboard, and RedHen, and notes that a Drupal CRM offers benefits like no vendor lock-in and leveraging the Drupal community and ecosystem.
This document discusses how to use Drupal for online fundraising and donations. It notes that while online giving is growing, most non-profits still rely on third-party services for donations. Using Drupal allows customizing the user experience and keeping donation data in-house. The RedHen Donation and Raiser modules are introduced as tools for enabling donations and fundraising campaigns within Drupal sites. Case studies of non-profits using these modules are also mentioned.
It Takes Two: The Case for CRM’s in DrupalLev Tsypin
The document discusses the benefits of using a CRM system integrated with Drupal, including a consistent user experience, simplified integration, capturing more engagement data, maintaining consistent data in a single system, and lower training costs. It provides an overview of various Drupal CRM modules and distributions that can be used, such as CRM Core, CiviCRM, Springboard, and RedHen, and notes that a Drupal CRM allows organizations to maintain control of their data while leveraging the Drupal community.
You understand how important your organization’s content is, but you need to be able to convey your passion and expertise across departments so that everybody’s working toward the same goal. In this webinar, we’ll establish a common definition of content strategy for nonprofits – what it is and what it is not – and cover how you can create and manage a content strategy within your organization without burning out.
What's new in "event management" with DrupalSean Larkin
This document provides an overview of event management options in Drupal 7, focusing on the Entity Registrations module. It discusses the Drupal 7 event registration landscape, introduces Entity Registrations and its architecture, features, ecosystem of contributed modules, and major related initiatives. It also demonstrates Entity Registrations and Commerce Registrations, and outlines next steps for the Entity Registrations module.
The document is a series of 16 pages from an online flipbook about technology on December 15, 2017. It provides a URL to access each sequential page of the flipbook discussing an unknown technological topic.
This document discusses the need for organizations to future proof their content by moving away from the WYSIWYG (What You See Is What You Get) model and embracing structured content that can be published across different devices and interfaces. It notes the rise of mobile internet usage and importance of designing content that works well on phones and tablets in addition to desktops. The document advocates for using structured metadata to describe content and relationships so it can be reused and displayed in different contexts. It provides examples of how organizations like NPR and OPB structure their content to publish everywhere.
The document discusses the benefits of integrating a CRM system with Drupal, including a consistent user experience, simplified integration, capturing more engagement data, maintaining a single consistent data system, and lower training costs. It provides an overview of several Drupal CRM modules and distributions that can be used, such as CRM Core, CiviCRM, Springboard, and RedHen, and notes that a Drupal CRM offers benefits like no vendor lock-in and leveraging the Drupal community and ecosystem.
This document discusses how to use Drupal for online fundraising and donations. It notes that while online giving is growing, most non-profits still rely on third-party services for donations. Using Drupal allows customizing the user experience and keeping donation data in-house. The RedHen Donation and Raiser modules are introduced as tools for enabling donations and fundraising campaigns within Drupal sites. Case studies of non-profits using these modules are also mentioned.
It Takes Two: The Case for CRM’s in DrupalLev Tsypin
The document discusses the benefits of using a CRM system integrated with Drupal, including a consistent user experience, simplified integration, capturing more engagement data, maintaining consistent data in a single system, and lower training costs. It provides an overview of various Drupal CRM modules and distributions that can be used, such as CRM Core, CiviCRM, Springboard, and RedHen, and notes that a Drupal CRM allows organizations to maintain control of their data while leveraging the Drupal community.
You understand how important your organization’s content is, but you need to be able to convey your passion and expertise across departments so that everybody’s working toward the same goal. In this webinar, we’ll establish a common definition of content strategy for nonprofits – what it is and what it is not – and cover how you can create and manage a content strategy within your organization without burning out.
What's new in "event management" with DrupalSean Larkin
This document provides an overview of event management options in Drupal 7, focusing on the Entity Registrations module. It discusses the Drupal 7 event registration landscape, introduces Entity Registrations and its architecture, features, ecosystem of contributed modules, and major related initiatives. It also demonstrates Entity Registrations and Commerce Registrations, and outlines next steps for the Entity Registrations module.
Drupal Distributions, an Open Source Product ModelLev Tsypin
This document discusses Drupal distributions and their business models. Drupal distributions are collections of modules, themes, libraries and settings that solve a specific problem. Prominent examples include Open Atrium for intranets, CivicSpace for government sites, and Conference Organization for creating conference websites. Distributions address issues like bundling dependencies and eliminating the need to search thousands of modules. Business models for distributions include customization, hosting, installation services, and revenue sharing with publishers. Challenges include making distributions commercially viable long-term.
MIE Toolbox, a Case for Drupal as an Application FrameworkLev Tsypin
The document discusses the MIE Toolbox, which is a CMS built using Drupal that allows distributing "viral widgets" on websites. It provides components like the Toolbox, themes, basic items, and feed items. Originally built with CakePHP, it was rebuilt from scratch in Drupal. Drupal provided benefits like reusable content, security, and image handling through contrib modules. However, there were some aspects that were not ideal fits for Drupal. The document is asking for any questions about using Drupal to build the MIE Toolbox application framework.
Show, Don't Tell: Online Storytelling through Digital Mediaffnatania
This document summarizes a presentation about digital storytelling for social impact. It discusses using various digital media like photo essays, videos, podcasts, and infographics to tell compelling stories that advance causes. Examples are given of effective storytelling projects by Earthjustice and other organizations covering issues like drought, forests, and polling data. The presenters emphasize choosing the right approach and tools based on goals and evaluating success through analytics and aligned metrics.
While Drupal can handle many tasks like content management and user experiences, it is not well-suited for everything such as email, payments, analytics, video, and complex customer relationship management. Over the years, Drupal has evolved to more easily integrate third-party services through features like core fields, custom entities, and an entity API in Drupal 7, and in Drupal 8, it aims to serve as a central hub that connects to other applications and services.
The document discusses the importance of discovery in technology projects. It outlines the key steps in discovery, including defining organizational goals and target audiences, conducting user research and creating personas, identifying features and functionality through prototyping, and writing requirements. Discovery helps ensure the project aligns with goals and user needs through learning about audiences and gathering input. The discovery process results in clear requirements and plans to guide project development.
A talk on website accessibility done for PDXTech4Good. Feel free to repurpose for your own needs. Download the deck for detailed speaker notes and citations/image source information.
This document provides an overview of mapping with Drupal 7. It discusses web mapping libraries like OpenLayers and commercial alternatives. It also outlines Drupal field types, modules and libraries that can be used for geo-enabled content as well as recommendations for storing, inputting, and displaying map data with modules like Geofield, Address Field, and OpenLayers. Examples of implemented maps using these techniques are also provided.
The document outlines a 9 step process for developing a successful technology plan for nonprofit river groups. It discusses identifying stakeholders, needs, assets, potential solutions, creating a living document and budget, fundraising strategy, timelines, and taking an iterative approach. The goal is to help pull together the right people, focus on goals, and create a compelling story for funding. Key steps include identifying needs, exploring off-the-shelf and custom solutions, creating a total cost of ownership budget, and developing a fundraising strategy focused on problems solved rather than just technology.
Cut Through the Noise: Listen to Your AudienceMadouPDX
With the explosion in communication channels and competition for attention, nonprofits need to cut through the noise by focusing on their audiences' needs. Delivered at the National Council on Nonprofits confab, March 31, 2016
Pacific Northwest Drupal Summit 2011 presentation on the value of paid discovery and requirements gathering at the start of Drupal development projects.
Digital Strangelove (or How I Learned To Stop Worrying And Love The Internet)David Gillespie
This is a collection of thoughts around where we are right now in the history of the Internet. I believe we're getting ahead of ourselves, confusing the growth of the Internet with it growing up, but I also believe we're doing some amazing things, and can draw a few lines in the sand, making some solid guesses on where we are going.
I hope you enjoy =]
David
This document summarizes a presentation on conducting a website discovery process. The presentation covers understanding organizational goals and target audiences through exercises, developing personas and user stories. It also discusses information architecture deliverables like site maps and wireframes. The presentation emphasizes iterative development, with documentation version controlled. Attendees are encouraged to provide feedback to help evaluate the session.
This document discusses leveraging social media for change. It begins with defining social media and providing examples of popular social media platforms. It then discusses why organizations should use social media, what the limits are, and techniques for effective social media communication. The document also provides tips on strategizing a social media approach, prioritizing social media within outreach efforts, and includes tips, tricks and tools for social media use.
This presentation will approach the unique challenges that UX professionals face when crafting their career path and finding roles that are both appropriate fits for their existing skillsets and offer opportunities to grow. It will help the attendees understand UX career options and help them craft their work samples and personal interactions to maximize their chances for success, whatever that looks like to them. Participants will learn to use the core concepts they utilize for their project work to how they present themselves and their work.
I’ll cover:
The varying career paths within UX and definitions of success
Information on what employers are looking for in UX professionals
Ways to utilize existing UX skills to illustrate strengths and articulate value within a work environment or to potential employers
Tips to improve work samples to demonstrate expertise
Methods to present and brands oneself
My deck from presenting at the Nonprofit Technology Network Conference 2016. Letting the developers in on the the big picture of an organization’s mission as early as possible is the best great way to create an environment in which they can share the enthusiasm, vision, ownership, and care for what’s being built, and understand how their work will result in a better product that drives greater social impact.
Drupal Distributions, an Open Source Product ModelLev Tsypin
This document discusses Drupal distributions and their business models. Drupal distributions are collections of modules, themes, libraries and settings that solve a specific problem. Prominent examples include Open Atrium for intranets, CivicSpace for government sites, and Conference Organization for creating conference websites. Distributions address issues like bundling dependencies and eliminating the need to search thousands of modules. Business models for distributions include customization, hosting, installation services, and revenue sharing with publishers. Challenges include making distributions commercially viable long-term.
MIE Toolbox, a Case for Drupal as an Application FrameworkLev Tsypin
The document discusses the MIE Toolbox, which is a CMS built using Drupal that allows distributing "viral widgets" on websites. It provides components like the Toolbox, themes, basic items, and feed items. Originally built with CakePHP, it was rebuilt from scratch in Drupal. Drupal provided benefits like reusable content, security, and image handling through contrib modules. However, there were some aspects that were not ideal fits for Drupal. The document is asking for any questions about using Drupal to build the MIE Toolbox application framework.
Show, Don't Tell: Online Storytelling through Digital Mediaffnatania
This document summarizes a presentation about digital storytelling for social impact. It discusses using various digital media like photo essays, videos, podcasts, and infographics to tell compelling stories that advance causes. Examples are given of effective storytelling projects by Earthjustice and other organizations covering issues like drought, forests, and polling data. The presenters emphasize choosing the right approach and tools based on goals and evaluating success through analytics and aligned metrics.
While Drupal can handle many tasks like content management and user experiences, it is not well-suited for everything such as email, payments, analytics, video, and complex customer relationship management. Over the years, Drupal has evolved to more easily integrate third-party services through features like core fields, custom entities, and an entity API in Drupal 7, and in Drupal 8, it aims to serve as a central hub that connects to other applications and services.
The document discusses the importance of discovery in technology projects. It outlines the key steps in discovery, including defining organizational goals and target audiences, conducting user research and creating personas, identifying features and functionality through prototyping, and writing requirements. Discovery helps ensure the project aligns with goals and user needs through learning about audiences and gathering input. The discovery process results in clear requirements and plans to guide project development.
A talk on website accessibility done for PDXTech4Good. Feel free to repurpose for your own needs. Download the deck for detailed speaker notes and citations/image source information.
This document provides an overview of mapping with Drupal 7. It discusses web mapping libraries like OpenLayers and commercial alternatives. It also outlines Drupal field types, modules and libraries that can be used for geo-enabled content as well as recommendations for storing, inputting, and displaying map data with modules like Geofield, Address Field, and OpenLayers. Examples of implemented maps using these techniques are also provided.
The document outlines a 9 step process for developing a successful technology plan for nonprofit river groups. It discusses identifying stakeholders, needs, assets, potential solutions, creating a living document and budget, fundraising strategy, timelines, and taking an iterative approach. The goal is to help pull together the right people, focus on goals, and create a compelling story for funding. Key steps include identifying needs, exploring off-the-shelf and custom solutions, creating a total cost of ownership budget, and developing a fundraising strategy focused on problems solved rather than just technology.
Cut Through the Noise: Listen to Your AudienceMadouPDX
With the explosion in communication channels and competition for attention, nonprofits need to cut through the noise by focusing on their audiences' needs. Delivered at the National Council on Nonprofits confab, March 31, 2016
Pacific Northwest Drupal Summit 2011 presentation on the value of paid discovery and requirements gathering at the start of Drupal development projects.
Digital Strangelove (or How I Learned To Stop Worrying And Love The Internet)David Gillespie
This is a collection of thoughts around where we are right now in the history of the Internet. I believe we're getting ahead of ourselves, confusing the growth of the Internet with it growing up, but I also believe we're doing some amazing things, and can draw a few lines in the sand, making some solid guesses on where we are going.
I hope you enjoy =]
David
This document summarizes a presentation on conducting a website discovery process. The presentation covers understanding organizational goals and target audiences through exercises, developing personas and user stories. It also discusses information architecture deliverables like site maps and wireframes. The presentation emphasizes iterative development, with documentation version controlled. Attendees are encouraged to provide feedback to help evaluate the session.
This document discusses leveraging social media for change. It begins with defining social media and providing examples of popular social media platforms. It then discusses why organizations should use social media, what the limits are, and techniques for effective social media communication. The document also provides tips on strategizing a social media approach, prioritizing social media within outreach efforts, and includes tips, tricks and tools for social media use.
This presentation will approach the unique challenges that UX professionals face when crafting their career path and finding roles that are both appropriate fits for their existing skillsets and offer opportunities to grow. It will help the attendees understand UX career options and help them craft their work samples and personal interactions to maximize their chances for success, whatever that looks like to them. Participants will learn to use the core concepts they utilize for their project work to how they present themselves and their work.
I’ll cover:
The varying career paths within UX and definitions of success
Information on what employers are looking for in UX professionals
Ways to utilize existing UX skills to illustrate strengths and articulate value within a work environment or to potential employers
Tips to improve work samples to demonstrate expertise
Methods to present and brands oneself
My deck from presenting at the Nonprofit Technology Network Conference 2016. Letting the developers in on the the big picture of an organization’s mission as early as possible is the best great way to create an environment in which they can share the enthusiasm, vision, ownership, and care for what’s being built, and understand how their work will result in a better product that drives greater social impact.
The document appears to be notes from a UX director discussing various topics over the course of a day, including being Canadian, enjoying hockey and CSS/HTML, project processes like kickoff and visual design, responsive design meaning rethinking content creation, and the importance of starting with the why in design. Key tools and concepts referenced include GatherContent, App Sketchbook, style tiles, and futurefriend.ly.
The document discusses doxxing, which is defined as publishing someone's personal information like their address or protected information online. It provides tips for planning ahead to prevent doxxing, such as separating work and personal email/phone numbers and using a PO box. The document also suggests ways for editors to support journalists who have been doxxed, like checking their access to company accounts, communicating with the team, and making sure mental health services are offered.
Who are your ideal candidates? What are they searching for? Where are they searching from? Get tips and insight from SmashFly's Digital Marketer Joe Brady on SEO for talent acquisition leaders.
UXPA 2016 - Using UX Skills to Shape Your CareerAmanda Stockwell
The document appears to be notes from a presentation on using UX skills to shape one's career. Some of the key points discussed include:
- There are many potential paths for success in UX, such as consulting, in-house roles, product strategy/management, and leadership.
- Effective communication of one's skills, experiences, and impact is important for career opportunities. User research skills can be applied to learn about potential employers/clients.
- Content strategy techniques like creating a project inventory and PARR (Problem, Action, Role, Result) statements can help showcase work experience and value.
- Visual representations like the "Broken Comb" can demonstrate UX skills like UI design, and personal projects
Michael Rawling will investigate Continuous Creative Integration from a UX & Product Design perspective.
As the whole industry runs after the latest buzz words and 'methodologies' in a quest to improve delivery and collaboration, UX & Design is often struggling to find its place in an Agile/Lean world. Clashing theories, dual tracking & mini waterfalls, lack of true cross-functional integration are some of the challenges Agile agencies are facing, with the added complexity of having much of the Product function sitting with the client.
Michael will facilitate a hands on workshop, working in a number of small groups, where you will be encouraged to bring, share and discuss your own ideas and challenges.
Presented in this version at the meetup: http://www.meetup.com/agile4agencies/
The document provides an update on the TYPO3 SEO and Dashboard initiatives. It discusses the goals and planned features for each initiative through upcoming TYPO3 versions. The SEO initiative aims to improve page titles, meta tags, structured data, and XML sitemaps. The Dashboard initiative seeks to create a core extension for managing dashboards and widgets. It also announces an upcoming initiative week event for collaboration among initiative members.
This document discusses how targeted in-store promotions using digital signage can influence customer shopping behavior and increase sales. Research shows that great customer insights can increase sales by 43% and brands using digital signage see a 30% increase in sales. The document introduces TIP (Targeted In-store Promotions), which is a solution that profiles customers using hardware and software in stores and at headquarters to serve targeted products and promotions without collecting personal data. The system is configured centrally but can be differentiated for each local store, language, demographic or region. The goal is to provide insights in real store traffic to improve overall store performance.
The document discusses the evolution of consumer behavior in Spain from the past to the present. It identifies four main consumer personality types: Dummy, Smart, Price, and Findlife. It describes how each type has changed their consumption patterns in the face of economic crisis. Interviews with consumers of each type provide insights into how their shopping behaviors have been impacted. Specifically, consumers indicate shopping more rationally and frugally out of economic necessity.
This document discusses building strong visual foundations for a design system. It recommends establishing a grid system for spacing and alignment, choosing fonts and setting up a typography scale, defining a color palette and shades, establishing rules for shadows, icons, and other brand assets. The goal is to accelerate design and ensure visual consistency by limiting options in a considered way within the design system.
Don’t Ask for Permission, Ask for Forgiveness (Thomas Schoerner Product Stream)IT Arena
Lviv IT Arena is a conference specially designed for programmers, designers, developers, top managers, inverstors, entrepreneurs and startuppers. Annually it takes place at the beginning of October in Lviv at Arena Lviv stadium. In 2016 the conference gathered more than 1800 participants and over 100 speakers from companies like Microsoft, Philips, Twitter, UBER and IBM. More details about the conference at itarena.lviv.ua.
Building Buy-In: Internally Positioning UX for Executive ImpactJohn Whalen
Why can’t other people in your organization see what you see? That UX insights you uncovered will revolutionize your company and delight your customers like never before! Doesn’t everyone “get” UX nowadays?
The truth is more complicated than just recognizing UX value: Your professional goals and focus are different than those of others in your organization (e.g., C-Suite, Product Managers, Marketers, Developers) by design. What to do? Learn how to position and present your work for maximum uptake to ensure UX has a sizeable and valuable impact on your products and customer experience.
We reveal what we have learned – often the hard way – about linking UX research and design with organizational goals and strategic directives. With a little planning, you can to ensure your creative UX work has an influence and actually sees the light of day when the product is launched.
#UXPA2016
Aligning Your Organization's Strategic Direction, Roadmaps, and Technology, A...Design for Context
The document summarizes a presentation about aligning an organization's strategic direction, roadmaps, and technology. It discusses establishing a shared vision through active facilitation of stakeholders to understand needs. It also covers understanding available resources like users, content, data and technology, as well as creating a roadmap that considers priorities and dependencies to plan initiatives. The goal is to align technology strategies with the organizational vision in a sustainable way.
If you build interactive news applications or graphics, you likely agonize over this question: “Can I reuse this, or is this a one-off?” If reusable, what uses cases will it cover? Will it integrate with future tools? How far in the future should you plan? If it’s a one-off, are you throwing away that work? Or will similar projects have you rebuilding, repeating yourself and reinventing the same wheel? There’s lots of middle ground and lots of room for debate. So, let’s have that debate.
Launching a business, product or service is a high-risk game of chance when you have a runway shortened by time or money, unless you up your odds for success with the right sequence, tactics and resources to launch on-time, on-budget and on-target.
• Understand the critical runway and sequence review gates for a successful launch
• Uncover ways to identify and sidestep common launch land mines that explode costs and timelines
• Learn tips to determine the right resources that can increase your success multiplier
The document discusses Anela Chan's presentation on bringing science to content marketing. She outlines a framework for smart content marketing that involves using data science at three stages: Create, Connect, and Optimize. At the Create stage, data can help determine what stories to tell, formats to use, and best contributors. At the Connect stage, data helps with distribution strategies. And at the Optimize stage, various metrics are measured to continuously improve content, audiences, and results. Chan argues that combining art and science in this way leads to more effective content marketing over time.
Building Contextual Personas through Scenario Planning (PCTO 2016)Jesse Emmanuel Rosario
This document discusses building contextual personas through scenario planning. It begins with an overview of traditional personas and their limitations, specifically that they lack product context. The document then introduces scenario planning and strategic foresight as tools to address this limitation. It demonstrates how to identify critical uncertainties and develop user types through a sample scenario planning exercise for a VP tasked with refreshing Canadian Tire's digital channels. The document addresses common questions around contextual personas and emphasizes the importance of user research and understanding users' needs.
Solving SEO issues when standard fixes do not apply #SMXWhite.net
Following a simple seo checklist is great for most sites, but what happens when it doesnt work? this talk from smx london covers off when to reaudit and when brand might be your best solution to gain that all important traffic.
What do companies such as Slack and Porter Airlines have in common? Not only do they have well-designed interfaces that get your users’ job done, but also content that is clear, intentional, and serves a unique purpose. In an age where great design is won or lost at the user experience (UX) level, how can we ensure that we deliver websites or apps that are not just pretty but also purposeful in both design and content?
In this session, we will be using a UX research technique called “Contextual Personas” to kickstart your content design process. We will be mashing up the time-honoured techniques of persona creation – such as user interviews, contextual inquiry, etc. – with strategic foresight methods to identify some user types and content strategies for your target audience. By identifying users across their most critical and uncertain needs, we will be able to pinpoint what exactly do they want out of our product or service and how we can achieve their goals through our copy, through our design, and throughout their user journey.
Don’t let “lorem ipsum” hold you back! Let contextual personas deliver the insight you need to build digital products that users love.
(Presented at WordCamp Toronto, August 7, 2016)
Similar to If I Only Had a Frame(work): 2016 NTC (20)
Ready to Unlock the Power of Blockchain!Toptal Tech
Imagine a world where data flows freely, yet remains secure. A world where trust is built into the fabric of every transaction. This is the promise of blockchain, a revolutionary technology poised to reshape our digital landscape.
Toptal Tech is at the forefront of this innovation, connecting you with the brightest minds in blockchain development. Together, we can unlock the potential of this transformative technology, building a future of transparency, security, and endless possibilities.
HijackLoader Evolution: Interactive Process HollowingDonato Onofri
CrowdStrike researchers have identified a HijackLoader (aka IDAT Loader) sample that employs sophisticated evasion techniques to enhance the complexity of the threat. HijackLoader, an increasingly popular tool among adversaries for deploying additional payloads and tooling, continues to evolve as its developers experiment and enhance its capabilities.
In their analysis of a recent HijackLoader sample, CrowdStrike researchers discovered new techniques designed to increase the defense evasion capabilities of the loader. The malware developer used a standard process hollowing technique coupled with an additional trigger that was activated by the parent process writing to a pipe. This new approach, called "Interactive Process Hollowing", has the potential to make defense evasion stealthier.
Discover the benefits of outsourcing SEO to Indiadavidjhones387
"Discover the benefits of outsourcing SEO to India! From cost-effective services and expert professionals to round-the-clock work advantages, learn how your business can achieve digital success with Indian SEO solutions.
1. If I Only Had a Frame(work): Crafting
Experiences Across 3rd-Party Systems
2016 Nonprofit Technology Conference: San Jose
March 24, 2016
#16NTCcohesiveUX
Collaboration Notes: http://po.st/cohesiveUX-16NTC
2. Lara Koch
SENIOR MANAGER, WEB STRATEGY, THE HUMANE SOCIETY OF THE UNITED STATES
@larakoch
IF I ONLY HAD A FRAME(WORK)
Melissa Barber
PROJECT MANAGER, NORTH PEAK SOLUTIONS
@melissa_barber
Brett Meyer
CHIEF STRATEGY OFFICER, THINKSHOUT
@brett_meyer
#16NTCCOHESIVEUX
3. IF I ONLY HAD A FRAME(WORK)
The Problem
#16NTCCOHESIVEUX
4. The top reasons customers leave a brand are poor
quality and rude customer service..
5. 68% of customers leave because they are upset
with the treatment they've received.
– U S C H A M B E R O F C O M M E R C E
6. A dissatisfied customer will tell between 9-15
people about their experience.
– W H I T E H O U S E O F F I C E O F C O N S U M E R A F F A I R S
7. 39% of respondents said they avoid vendors for two
or more years after a bad experience.
– Z E N D E S K S U R V E Y O F 1 0 0 0 C U S T O M E R S
8. IF I ONLY HAD A FRAME(WORK)
One Bad Experience
#16NTCCOHESIVEUX
9. IF I ONLY HAD A FRAME(WORK)
One Bad Experience
#16NTCCOHESIVEUX
10. IF I ONLY HAD A FRAME(WORK)
What’s This Got to Do With Me?
#16NTCCOHESIVEUX
16. HSUS
None whatsoever! Everything works beautifully and
we mostly spend our days rubbing dog bellies and
taking long, luxurious lunches.
#16NTCCOHESIVEUX
41. IF I ONLY HAD A FRAME(WORK)
Technical Solutions
#16NTCCOHESIVEUX
42. IF I ONLY HAD A FRAME(WORK)
International Center for
Research on Women
• ICRW annual budget around $10M
• 100 staff members
• Primarily funded by grants
• Current team using Salesforce is team of 2 people
• Annual operating budget of $325K
Presenter: Brett
In the world of physical sales, the top reasons customers leave a brand are poor quality and rude customer service.
Source: http://www.superoffice.com/blog/customer-complaints-good-for-business/
Presenter: Brett
From a ZenDesk survey:
– 39% of respondents said they avoid vendors for two or more years after a bad experience.
– More than 40% recommended others not buy products or services after having a bad customer service experience.
I guess the lesson there is that I hold grudges a lot longer than most people.
https://www.linkedin.com/pulse/20140928001923-8938492-2-years-is-how-long-a-customer-will-avoid-your-brand-after-a-bad-experience
Presenter: Brett
One bad experience can negate dozens of good experiences — because we expect things to turn out the way we want them to.
Photo Credit: https://www.flickr.com/photos/keoni101/5530280949/
Presenter: Brett
One bad experience can negate dozens of good experiences — because we expect things to turn out the way we want them to.
Photo Credit: https://www.flickr.com/photos/keoni101/5530280949/
Presenter: Brett
How does this relate to the nonprofit space? We sell altruism, compassion, and good deeds.
Essentially, people expect things to work. Every point of contact we have with our constituents is a chance to lose them forever — and nonprofits typically don’t have the luxury of using a single system. Your points of contact are spread across your website, your CRM, your email platform, your multitude of social media platforms, your print outreach, your events, and on and on…
We have to take into account the wider space a brand occupies.
We can’t just limited ourselves to thinking about how people are going to interact with a single system. We owe it to the people we’re doing the work for to think about the broader context — and to help them do the same.
Photo Credit: https://www.flickr.com/photos/pagedooley/14555354976/
Presenter: Brett
Well, the snarky response is: why don’t you just do that in Drupal? Drupal can handle all of those things. We’ve got Commerce, Blogs, email — everything a reasonable company could want. But we’re not always talking about being reasonable. In our space, we have the particular issue of nonprofits running on Convio or Blackbaud. They’re not going to give those up just because we tell them we can build them a better experience.
Often, in our work, we have to accept the realities our clients or organizations are working in and figure out how to solve the problems in front of us without being able to use what we think is the best solution.
So, to do that, we need to get a sense of what systems are at play.
And Lara’s going to talk to you about how that works at the HSUS.
Presenter: Lara
Presenter: Lara
We have multiple systems just to meet people where they are, and also because our technical limitations have required creative solutions and alternative methods to produce modern, effective, actionable content and opportunities for our audiences.
Photo Credit: https://www.flickr.com/photos/scyrene/8269721699
Presenter: Lara
Databases: Convio, TeamApproach, Raisers Edge replaced by Stratus Live, Engaging Networks, Saturn
Convio (CMS, Donations, Advocacy, Surveys, Events, Email, Pagebuilder)
Moovweb (mobilization of site for iOS and Android)
Mobile Commons (SMS; also technically another database)
Social media (Facebook, Twitter, Instagram, YouTube, Pinterest, LinkedIn, Tumblr, Google+...)
Blog (Wordpress)
Other affiliate and single-service sites (whoattackshsus.org, changeforanimals.humanesociety.org…)
RegOnline
...and more!
Photo Credit: https://www.flickr.com/photos/oneilsh/14601920735
Presenter: Lara
Not built for our modern needs. Without even considering third party systems, how about modules inside ONE PLATFORM who were not built to effectively communicate with one another (Convio CMS and COM!)
Brief dip into our mobile stats, why mobile is important, and the workarounds we’ve had to put in place to get mobile to work for us.
Photo Credit: https://www.flickr.com/photos/7687126@N06/7585336412
Presenter: Lara
Not built for our modern needs. Without even considering third party systems, how about modules inside ONE PLATFORM who were not built to effectively communicate with one another (Convio CMS and COM!)
Brief dip into our mobile stats, why mobile is important, and the workarounds we’ve had to put in place to get mobile to work for us.
Photo Credit: https://www.flickr.com/photos/7687126@N06/7585336412
Presenter: Lara
Endless navel-gazing. (“See how you can help The HSUS”)
When I came in there was no real tracking or use of data, most distressingly on how our various platforms were converting people!
Photo Credit: https://www.flickr.com/photos/rh2ox/9990016123
Presenter: Lara
Other than vacillate between weeping and complaining.
Photo Credit: https://www.flickr.com/photos/25340190@N05/2853167288/
Presenter: Lara
Sacrifices: We know it isn’t going to be perfect. It can’t be. But we control what we can, because there is so much about our work we can’t control. And we’re finally figuring that out, and using these other items to help manage the manageable, and prepare for the inevitable chaos.
Photo Credit: https://www.flickr.com/photos/lucianozanardo/5262315751/
Presenter: Lara
is essential, and a battle we (mysteriously) fight every single day.
Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms?
Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
Presenter: Lara
is essential, and a battle we (mysteriously) fight every single day.
Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms?
Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
Presenter: Lara
is essential, and a battle we (mysteriously) fight every single day.
Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms?
Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
Presenter: Lara
is essential, and a battle we (mysteriously) fight every single day.
Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms?
Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
Presenter: Lara
is essential, and a battle we (mysteriously) fight every single day.
Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms?
Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
Presenter: Lara
is essential, and a battle we (mysteriously) fight every single day.
Use Ark Rescue and/or Sea World as examples to show cohesive branding, messaging, data collection, and user experience across our platforms?
Photo Credit: https://www.flickr.com/photos/derekgavey/5990712328
Presenter: Lara
We hack everything to bits to make it talk to one another.
With an outdated infrastructure and multiple systems, we have to rely on data to know where to spend our resources and what truly performs. So getting every platform we use to provide data we need on performance is a huge goal
Sourcing. In 2011, when I arrived, no one sourced anything. Now, we have a sourcing convention, and have built programs that allow us to get our systems and platforms to talk to one another.
We’ve been able to automate some of it, but much of it still relies on manual insertion and inclusion of sources at the end of links. (Which happens perfectly every time with no errors so no worries there.)
Photo Credit: https://www.flickr.com/photos/jdhancock/8031897271
Presenter: Lara
USING, ANALYZING, TRUSTING, AND MAKING DECISIONS BASED ON THAT DATA.
We’ve become quite data-driven inside the digital marketing team after years of work, but what happens when data is ignored by executives?
The A. Ugh.
Photo Credit: https://www.flickr.com/photos/mompl/5289524029/
Presenter: Lara
That will allow us to concentrate more on strategy and innovation to meet our goals using modern code -- not popsicle sticks and duct tape.
Photo Credit: https://www.flickr.com/photos/jurvetson/6219463656/
Presenter: Lara
for us to pour the data into and get a complete picture of our constituents and their behavior.
Photo Credit: https://www.flickr.com/photos/brickreplicas/6533018463/
Presenter: Melissa
Luckily we have technology on our side.
Photo Credit: https://www.flickr.com/photos/deanj/2398424227/
Presenter: Melissa
Small group within large organization
Runs individual donor relations and fundraising events. This team manages:
Individual donations, on and offline
Event registrations
Event fees
Broadcast email communications
Photo credit: http://www.icrw.org/
Presenter: Melissa
All these move information over to Salesforce
Presenter: Melissa
Behind the curtains
Because you control the data processing, you have total control over how it’s presented to the end user. They’ll hopefully not even know that other systems were involved in completing their transaction, from signing up for an email list to donating to signing up for an event.
Photo Credit: https://www.flickr.com/photos/cybaea/54679441/
Presenter: Melissa
Journey of signing up for an email
Photo credit: http://www.icrw.org/
Presenter: Melissa
Journey of signing up for an email
Photo credit: http://www.icrw.org/
Presenter: Melissa
Journey of signing up for an email
Photo credit: http://www.icrw.org/
Presenter: Melissa
Backend: MailChimp syncs through 3rd party app called Cazoomi
Presenter: Melissa
Backend: MailChimp syncs through 3rd party app called Cazoomi
Presenter: Melissa
Backend: MailChimp syncs through 3rd party app called Cazoomi
Presenter: Melissa
Backend: My contact is now a member of different contact interest lists
Potential next step: set up a welcome series drip campaign
Presenter: Lev
Javascript widget, iframe, or direct forms
Examples:
Donation forms: PayPay, Stripe (Charity Water - screen shot)
Job applications: Tales
Photo Credit: https://www.flickr.com/photos/j_benson/9913779966/
Presenter: Melissa
ICRW’s email sign up form embedded in their Drupal site
Photo credit: http://www.icrw.org/
Presenter: Lev
Charity Water
Embedded Stripe form
Presenter: Lev
Charity Water
Embedded Stripe form
Presenter: Melissa
No surprises
Users should understand what’s happening
Example: National Park Service
Photo Credit: https://www.flickr.com/photos/travelwayoflife/7465843862/
Presenter: Melissa
Branding is consistent. Form doesn’t look like a PayPal form
Presenter: Melissa
Presenter: Melissa
Using a different tool for “sharing stories”
Presenter: Melissa
The user gets a clear explanation of what’s about to happen
“We’re no longer responsible for your experience.”
Presenter: Brett
Presenter: Brett
We start by gathering requirements
AKA, “The hunt for people's secret spreadsheets.”
All discovery exercises should involve sticky notes
Photo Credit: Josh Riggs
Presenter: Brett
Ask everyone to write down five places that important data is kept in the organization on different sticky notes.
Gather them on a wall, grouping repeated items (Raiser's Edge) and similar items (Spreadsheets, someone's email account).
Cajole, joke, poke, hint, remind, and otherwise encourage additions.
Say the words "spreadsheet", "Excel", "Email Inbox", "Old System", "Desktop", etc, to make sure that people consider these things. When someone says, "Jane's brain" you are on the right track.
After this, you should have a central area of the wall showing 5-10 data storage locations (or location types) in little bubbles of grouped sticky notes.
Photo Credit: https://www.flickr.com/photos/jdhancock/3737950123
Presenter: Brett
Where does data come from?
Five types of data you want to track.
This can be harder for people to focus on, so filter the answers. "Emails" is not valid data: ask the person what information the email would be conveying that they might need to track. "Donations" is a better answer, as is "Re-tweets", "Contact information", "Event Attendance", "Personal connections", etc. "Interactions with your organization" is a good phrase to key in to many of these.
Form these Data/Interaction types into bubbles around the outside of your Data Repositories.
Photo Credit: https://www.flickr.com/photos/sampitech/1346409923/
Presenter: Brett
How does data move from sources to stores?
This is the place where you really learn how the organization operates.
Color coded sticky notes labels and arrows to indicate how data moves from sources to repositories.
Coding will indicate if the data flow is automatic, constituent driven, or manual
"Email" is a valid answer here. So is "Webform", "Manual Import", "Manual entry", "Phone Call", "Interns", "Hope", etc.
Photo Credit: https://www.flickr.com/photos/enerva/8526301073
Presenter: Brett
How do you move data from one point to another?
Photo Credit: https://www.flickr.com/photos/enerva/8526301073
Presenter: Brett
How do you move data from one point to another?
Photo Credit: https://www.flickr.com/photos/enerva/8526301073
Presenter: Brett
Now we know all the component parts.
Where the data comes from
Where it’s kept
How it moves around
Photo Credit: https://www.flickr.com/photos/builtbydave/4584358158
Presenter: Brett
How do all these random parts fit together to make a steam punk airship?
Photo Credit: https://www.flickr.com/photos/pmiaki/5152260360
Presenter: Brett
Once you understand what the technical requirements and limitations are, you need to address the human elements at play. And that might be the trickier part.
Presenter: Brett
You have to start by helping your clients or organizations understand that making the user experience as smooth as possible across systems is going to require some compromise.
Photo Credit: https://www.flickr.com/photos/adactio/8836457/
Presenter: Brett
Remember when I said LiveStrong was doing a pretty good job? They’ve done it by making sensible compromises.
Presenter: Brett
Remember when I said LiveStrong was doing a pretty good job? They’ve done it by making sensible compromises.
Presenter: Brett
The information architecture on their main site features dropdown menus. Say what you will about that as a UX element, it’s what they decided to do.
Presenter: Brett
For the blog, they have the same top level navigation — but they’ve done away with the drop down. It changes the user experience, but lessens the amount of maintenance they need to do. If those items fell out of sync, it may be a worse UX than simply limiting the options they have at this point.
Presenter: Brett
For the blog, they have the same top level navigation — but they’ve done away with the drop down. It changes the user experience, but lessens the amount of maintenance they need to do. If those items fell out of sync, it may be a worse UX than simply limiting the options they have at this point.
Presenter: Brett
For the store, the navigation has changed entirely. This makes sense. Why give the user the same experience on the store site as on the main site, when the focus is on helping them buy products at this point? The important part is to retain the sense of brand, and the feeling that the properties are connected.
Presenter: Brett
The donation page is even more stripped down. Again, once they’ve gotten a user into the donation channel, they don’t want to provide easy ways to do something else. Keep the experience clean, then return them to the main site after the action has been completed.
By focusing on the capabilities and use cases of their various properties, Livestrong has compromised on some elements of the user experience to focus on what’s important given the use case. A more cynical person might draw a comparison to how Lance won the Tour, but let’s move past that, shall we.
Presenter: Brett
So again, we can’t emphasize this enough: you need to understand all of the systems at play to be able to make the right choices for the user experience. You can only design for what you understand.
Photo Credit: https://www.flickr.com/photos/chrishunkeler/14429533560/
Presenter: Brett
And design will play a huge role in that. While Lev and I have both played the designer before, it’s not really our strong suit, so these are going to be high-level recommendations.
Photo Credit: https://www.flickr.com/photos/julienbelli/14487075742/
Presenter: Brett
And design will play a huge role in that. While Lev and I have both played the designer before, it’s not really our strong suit, so these are going to be high-level recommendations.
But there are some things you can do to create a more cohesive brand experience.
Photo Credit: https://www.flickr.com/photos/julienbelli/14487075742/
Presenter: Brett
So maybe, instead of doing full page designs for each of the systems you’re building, design the components that can be put in place across all of them. Again, you want to help the site administrators avoid having to maintain content in multiple places, so you’ll have to be disciplined to pull this off.
Photo Credit: https://www.flickr.com/photos/poppy-project/16664722038/
Presenter: Brett
Finally, you need a style guide – that’s applicable across all of the systems. What’s the typography? What are the heading styles? Consistency across systems comes from having patterns people can apply.
Photo Credit: https://www.flickr.com/photos/wikidave/7118464049/
Presenter: Brett
Which brings us to the biggie: governance. A style guide is just part of a broader governance plan. Human systems will run amok and ruin your most carefully planned designs if they don’t understand the intent you had in building them in the first place.
Photo Credit: https://www.flickr.com/photos/josephgruber/16533486144/
Presenter: Brett
So, what I’m essentially saying is: write it down. Don’t let people make assumptions about how something might work. That’s how sites — and user experiences — get ruined. Make the processes clear, highlight the underlying assumptions, and give them a plan to continue to improve.
Flickr: https://www.flickr.com/photos/kalexanderson/5337994571/
Presenter: Brett
Because when you build a new website or other application, you’re introducing change. And not just change, but revolutionary change. Entirely new systems force people to do things in new ways, and that’s often scary for them, which leads them to resist whatever plan you’re putting in place. You need to help them understand that the changes are going to be for the best.
Photo Credit: https://www.flickr.com/photos/joshua/1154118/
Presenter: Brett
And you can help yourself help others by remembering that you’re smart – each and every one of you is a smart person — but that doesn’t mean you’re always right. Sometimes, you have to be willing to change yourself.
Photo Credit: https://www.flickr.com/photos/joshua/1154118/
Presenter: Brett
A lot of it comes down to habit. People go about their work, by and large, by performing certain actions over and over again. When you introduce them to revolutionary change, they need to learn new habits. Again, that’s hard. But that’s why we’ve created those governance structures in the first place: to give them a guide toward creating useful new habits. We’re creating a starting point for new habits, so we want to ensure that when they form, they’re good ones.
Photo Credit: https://www.flickr.com/photos/jamiejohn/1581135389/
Presenter: Brett
And if anyone gives you guff, refer them back to the metrics and evaluation plan. Often times, if you can analytically show people the improvements that come from the changes in process we’re introducing, you’ll win them over to your way of thinking.
Photo credit: https://www.flickr.com/photos/clevercupcakes/4461953159/
If it was, we would have got to meet Jon Stewart. You can’t pin your hopes on technology solving all of your problems.
Photo Credit: https://www.flickr.com/photos/wsdot/8807161879/
You can do incredible things with what you already have if you:
Understand what they can do
Understand what they can’t do
Formulate a plan to make the best of it
Photo Credit: Brett & Melissa