The document outlines Mastercard's journey towards intelligent content delivery using DITA, emphasizing the importance of flexibility, efficiency, and automation in improving customer experience. Key components include building a business case, ensuring adaptable user design, and engaging stakeholders through effective technology implementation. Challenges such as security coordination and the need for skilled writers in meta-tagging were addressed to create a more dynamic and responsive content management system.

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Craig
Case Study:
A Journey to Intelligent
Content Delivery
Craig Prior, Mastercard
Joe Gelb, Zoomin Software

3. ©2017Mastercard.ProprietaryandConfidential.
• Laying the groundwork
with DITA & our
taxonomy
• Building the business
case
• Outlining requirements
and vetting technology
/ vendors
• Engaging the
customers &
employees
• Lessons learned
Our mission to Mars!
OUR JOURNEY TO INTELLIGENT CONTENT DELIVERY

4. ©2017Mastercard.ProprietaryandConfidential.
The value of
investment in DITA
–Offers flexibility and reusability
–Efficiency in authoring creates time for
innovation
–Sets a path for real transformation
–Helps the team articulate how content is a
valuable asset
LAYING THE GROUNDWORK

5. ©2017Mastercard.ProprietaryandConfidential.
BUILDING A BUSINESS CASE
Articulating the value
Improved CX
Improved search and filtering capabilities,
user curated content
Device agnostic
Adaptable user design for mobile
Automated provisioning
Expanding user base (Merchants, Digital
Giants) we must adapt delivery, automated
provisioning was critical
Dynamic Publishing & Efficiency Gains
Enabling the team to meet the dynamic
demands of our growing business and
customer base

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ADAPTABLEUSER
INTERFACE
COMPLEX
DELIVERY
ADAPTABLE
AUDIENCE

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Intelligent Content Delivery
Delivery based on
entitlements including
role, geography, and
product ownership
Content timely
and targeted
Automation
essential for
scale
Intelligent content
is a value-add and
revenue
opportunity

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Taxonomy and Intelligent Content
Image Credit: NASA

9. Tool
Selection
Efficient publishing mechanism
Adaptable User Experience (UX)
Must leverage DITA 1.2 and 1.3 when adopted
Scale and API integrations
Image Credit: NASA
Success
Criteria

10. Cloud Native solution
for Content Delivery
-Crew Needed-
API and Web Services
(RESTful) Development
FSSO + security rigor
Information Architect
and Data Modeling
Information Security,
SSL Certificates/Keys
Project Management
and Coordination
-Components Needed-
Leverage our existing
DITA
Modern and Adaptable
UI
Deliver content based on
Mastercard customer roles
and geography
Image Credit: NASA

11. Technology Implementation
Success in Execution:
• Close collaboration between Mastercard and Zoomin technical teams
• Focus on the infrastructure “plumbing” first
• Use Scrums for critical path work streams
• Train, communicate and communicate again, then train some more!
Challenges to overcome:
• Security (SSL) and FSSO takes coordination
• Writers need practice to master meta-tagging – the better the tagging the
smarter (and more powerful) the content
• Prepare organization for changes in process
Image Credit: NASA

12. Process
(Starts getting easier)
Process gets simplified using
one solution for all technical
content
Foundation
review
Writer’s Experience
transformed to support
intelligent content through
meta-tagging
Examination yields insights
from entire team
Stakeholder
engagement
Small but
measurable
wins
Image Credit: NASA
Usability
Testing

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Customer Experience
Image Credit: NASA
Transformation from static
browser-only HTML and
PDF to adaptable and
mobile
Customers empowered
through self-curation of
content
Mastercard may target content to
specific audiences
Powerful Search
and Filtering
Collection of feedback to measure
customer satisfaction and gauge
content relevance

14. Demonstration
Image credit: NASA