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UX applied in process definition and content management
1. +
UX Applied in Process
Definition and Content
Management
Joseph Dickerson
2. +
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
3. +
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
4. +
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
5. +
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?
7. +
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
8. +
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
10. +
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