improve the ux of your content and prove it
TRANSCRIPT
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@pnoreault #LavaCon
Improve the UX of Your Content and Prove It
Pam Noreault – ACI WorldwideTara Knapp – ACI Worldwide
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Contact usTara Knapp
Manager, Information DevelopmentACI Worldwide
[email protected]@gmail.com@tara_knapp (Twitter)Tara Knapp (LinkedIn)
Pam Noreault
SR Manager, Information DevelopmentACI Worldwide
[email protected]@gmail.com
@pnoreault (Twitter)Pam Noreault (LinkedIn)
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Journey• Beginning• Imagine - What could be• Our road• Content quality• (Re)evolution• What’s stopping you?
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Beginning
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Imagine!Customers are your biggest advocates.
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Where is your content on a scale of 1 to 3?
1 = Hot Mess 2 = Partial Mess 3 = Utopia
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Methodology before
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Methodology now – inching upwardsPersonas
(product level)
User Research and Analysis
(release level)*usage patterns
Information Model(release level)
User Stories
User-Centered ContentInformation Model
(deliverable)Concise writing
Topic-based writingTask-based writing
Writing for translationWriting for accessibility
Validation Testing
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How we select content to fix1. Select deliverable2. Select content to uplift
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Before model After models
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Before overview
After overview
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Before topic
After topic
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Road led us here – BUT prove the changes made a difference
Contextual overviewsConcise/clear contentReduced
content/eliminated clicksTopic-based (text scanning)Accessibility – checklist of
fixesTranslation – checklist of
fixes
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How many of you are doing content validation with customers?
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Validation methodologyModel for PDF Documents• Uplifted four documents
Methodology• Teams of 4-7 writers per document• Tested each document with at least 2 users from 2 customers• Tested 1 hour via WebEx• 4 tasks tested on each doc• Presented 2 docs – old + new• Order of docs alternated
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Validation protocolDirections
• Think aloud• Tell us when you have completed the task or you give up
Test Protocol• Each task was timed. • Each task was completed successfully/unsuccessfully. Testers could
give up.• After all tasks were completed on one doc, testers rated the content.
Scale: from 1 to 5. • After all tasks were completed for both docs, testers rated their overall
experience. Scale: from 1 (poor) to 7 (great).• Data recorded in a Google form• Sessions recorded with permission
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Sample taskYou are a operations manager put in charge of monitoring the system. Task: Use the user guide to determine your two areas of responsibility in terms of configuration.
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?
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Percentage of tasks completed correctly
Document 1 Document 2 Document 3 Document 40%10%20%30%40%50%60%70%80%90%
100%
Old Doc New Doc
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Results – Document 1 (Average before & after)
Simple 1 1.5 2 2.5 3 3.5 4 4.5 5 Complex
Effective
1 1.5 2 2.5 3 3.5 4 4.5 5 Ineffective
Clean 1 1.5 2 2.5 3 3.5 4 4.5 5 Confusing
Clear 1 1.5 2 2.5 3 3.5 4 4.5 5 Cluttered
Valuable
1 1.5 2 2.5 3 3.5 4 4.5 5 Not Valuable
Simple 1 1.5 2 2.5 3 3.5 4 4.5 5 Complex
Effective
1 1.5 2 2.5 3 3.5 4 4.5 5 Ineffective
Clean 1 1.5 2 2.5 3 3.5 4 4.5 5 Confusing
Clear 1 1.5 2 2.5 3 3.5 4 4.5 5 Cluttered
Valuable
1 1.5 2 2.5 3 3.5 4 4.5 5 Not Valuable
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Results – Document 2 (Average before & after)
Simple 1 1.5 2 2.5 3 3.5 4 4.5 5 Complex
Effective
1 1.5 2 2.5 3 3.5 4 4.5 5 Ineffective
Clean 1 1.5 2 2.5 3 3.5 4 4.5 5 Confusing
Clear 1 1.5 2 2.5 3 3.5 4 4.5 5 Cluttered
Valuable
1 1.5 2 2.5 3 3.5 4 4.5 5 Not Valuable
Simple 1 1.5 2 2.5 3 3.5 4 4.5 5 Complex
Effective
1 1.5 2 2.5 3 3.5 4 4.5 5 Ineffective
Clean 1 1.5 2 2.5 3 3.5 4 4.5 5 Confusing
Clear 1 1.5 2 2.5 3 3.5 4 4.5 5 Cluttered
Valuable
1 1.5 2 2.5 3 3.5 4 4.5 5 Not Valuable
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Results – Document 3 (Average before & after)
Simple 1 1.5 2 2.5 3 3.5 4 4.5 5 Complex
Effective
1 1.5 2 2.5 3 3.5 4 4.5 5 Ineffective
Clean 1 1.5 2 2.5 3 3.5 4 4.5 5 Confusing
Clear 1 1.5 2 2.5 3 3.5 4 4.5 5 Cluttered
Valuable
1 1.5 2 2.5 3 3.5 4 4.5 5 Not ValuableSimple 1 1.5 2 2.5 3 3.5 4 4.5 5 Complex
Effective
1 1.5 2 2.5 3 3.5 4 4.5 5 Ineffective
Clean 1 1.5 2 2.5 3 3.5 4 4.5 5 Confusing
Clear 1 1.5 2 2.5 3 3.5 4 4.5 5 Cluttered
Valuable
1 1.5 2 2.5 3 3.5 4 4.5 5 Not Valuable
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Results – Document 4 (Average before & after)
Simple 1 1.5 2 2.5 3 3.5 4 4.5 5 Complex
Effective
1 1.5 2 2.5 3 3.5 4 4.5 5 Ineffective
Clean 1 1.5 2 2.5 3 3.5 4 4.5 5 Confusing
Clear 1 1.5 2 2.5 3 3.5 4 4.5 5 Cluttered
Valuable
1 1.5 2 2.5 3 3.5 4 4.5 5 Not Valuable
Simple 1 1.5 2 2.5 3 3.5 4 4.5 5 Complex
Effective
1 1.5 2 2.5 3 3.5 4 4.5 5 Ineffective
Clean 1 1.5 2 2.5 3 3.5 4 4.5 5 Confusing
Clear 1 1.5 2 2.5 3 3.5 4 4.5 5 Cluttered
Valuable
1 1.5 2 2.5 3 3.5 4 4.5 5 Not Valuable
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Average overall ranking – 1 poor to 7 great
Document 1 Document 2 Document 3 Document 40
1
2
3
4
5
6
7
Old Doc New Doc
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• Content located faster in 3 of 4 new models. • Validation tasks completed with increased
success in 2 of 4 new models. • Content rating higher in 3 of 4 new models.• Overall content ranking higher in 2 of 4 new
models.
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Laugh and cry moments• Surfing & browsing• Clueless & perfectionist• Change haters• Fear of failure• When is done really done• Aha moments• Technical snafus• Testing heavy-duty reference
content was a bust
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Customers are their biggest advocates. What the writers learned
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Lessons the writers came up with• Do a dry run
• Observing the users’ choices can be as useful as the data
• Cannot predict how users will do the tasks
• Define what “done” means
• Reference-based content should not be tested with the same methodology as task-based content
• Rebooting your computer prior to testing has its benefits
• Repeated contact with customers removes the fear factor over time
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1. We require user research and content validation, where appropriate.
2. We get creative…..• Collaborate with people who work with customers• Monitor and mine data from social networking sites• Join LinkedIn groups - ask questions & post surveys• Seek input from people who represent the same personas as our users• Participate in customer-focus groups (Design Partner Programs)
Re(evolution)
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What are you waiting for?
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Pam Noreault• [email protected]• [email protected]• @pnoreault (Twitter)• Pam Noreault (LinkedIn)
Tara Knapp• [email protected]• [email protected]• @tara_knapp (Twitter)• Tara Knapp (LinkedIn)