A deck about how user experience process and principles was applied on a content strategy and process definition project.

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UX Applied in Process
Definition and Content
Management
Joseph Dickerson

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Introduction
 The user experience process and tools are applicable
in many different business contexts and projects
 This example details how we were able to use UX
techniques to improve business processes and a key
knowledge base for a Fortune 500 client

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Problem Definition
 This large company wanted two things:
 To improve their content creation process for support
articles
 To make the intranet that contains their content more usable
and integrated better with their process
 Business goals:
 Increased efficiency
 More effective team members
 Better content

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Initial activities
 Reviewed the existing document repositories/Intranet
 Reviewed existing process documentation
 Interviewed users
 What are their roles?
 What are their pain-points?
 What were some of their ideas?
 Established timelines and regular touch-points with
stakeholders

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Process Reengineering
 Ran a workshop with stakeholders to identify
opportunities to streamline process and identify any
process gaps
 Looked for opportunities to streamline process using
automated work-flows through SharePoint
 Documented existing and proposed user flows/journey
maps for each role
 What do they do? What tools do they use? What is
their current “communication plan” with each other?

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Example user-flow
Process Reengineering

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Process Reengineering
 Reviewed both the existing and proposed process
with stakeholders and team members and revised
proposals based on feedback
 Piloted the process with key members of the team
 "Shadowed" team members as they did their work using
the new process
 Refined the process based on analysis of this
shadowing

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Information Architecture
 Did an online open card sort exercise that
provided insight into how users think of the
domain and information hierarchy
 Created a revised navigation model based on the
analysis of that exercise
 We then tested the revised navigation in a
"closed" card sort with a series of tasks
 "You need to find the editorial calendar."
 Revised based on test results and present to
stakeholders

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Example of an online
open card sort
Some of the
raw data

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Conclusion
 Card sort exercise allowed us to design a more
effective Intranet navigation and hierarchy
 Using user flows and journey maps gave team
members a better sense of their role in the process
 Integrating automated messaging and workflows
through SharePoint allowed for shareholders to
understand what was happening when, and when
action needed to occur
 Ethnographic techniques during the new process’
pilot period allowed us you to get unbiased
information through observation on what works and
what doesn't

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Questions?