1.
We love Canada. You should too.

2.
In Canadian airports you run into other content strategist. www.datawithasoul.com

3.
FACT!

4.
http://instagram.com/famanji

5.
Find Steve on twitter @hellofisher
Steve is the content nerd-herder and responsive design fanatic at The Republic of Quality. He
leads the charge on the creative end of our projects, coordinating research, strategy, visual
and interaction design, and content strategy.
CONTACT STEVE
604-368-2151 / steve@republicofquality.com

6.
I believe that what I do saves the world (one web project at a time). The UX and Content
Strategy is altruistic. We’re here to make the world a better place.

7.
http://hellofisher.com/fun/haha.gif

8.
republicofquality.com
The Republic of Quality is a user experience design firm. We put people first and find
opportunities for organizations to innovate and grow.

9.
I love to run

10.
My family is great. @shannonfisher

11.
I have a dog that looks like a deer. @slonefisher

12.
I have an amazing daughter that is sassy and confident. I love that.

13.
She keeps tabs on me...

14.
yellowpencil.com
Yellow Pencil has been building accessible web solutions since the Internet was just a baby.
They develop and implement content first solutions for complex web projects.

15.
Running is hard and fun!

16.
Alaine Intro

17.
Alaine Intro

18.
Alaine Intro

19.
Alaine Intro

20.
Alaine Intro

21.
Alaine Intro

22.
Going to talk about the process.

23.
Responsive design won't fix your content problem. This talk isn't about just CS, UX, or
responsive design A responsive discovery is about people and what they really need. It isn’t
about media queries. In fact it isn’t different from any kind of discovery...

24.
Early on... how I have grown to see the world
Discovery is where you find out what you don't know
http://confabevents.com/blog/my-opinion-is-fact

25.
Discovery is about finding the why.

26.
Move from the inside out. Extrinsic vs intrinsic motivation.
The Golden Circle - http://youtu.be/qp0HIF3SfI4

27.
Brings me to the question of what drives us? Extrinsic vs intrinsic. Is it a motivation 2.0 or 3.0
thing?
People don’t believe in what you do, they believe in why you do it.
These were just some examples. What will your aha! moment be?

28.
At RoQ we focus on a human approach.

29.
vimeo.com/15266890

30.
What = undead

31.
Why = remaining human in the face of it all. The web is about human interactions.

32.
We focus on features and devices but that’s not right.

33.
The web isn’t a bunch of machines. It is a bunch of humans.

34.
We need to remember that each connection on the web is a connection with another human.
We are trying to become wholehearted

35.
We talk about process a lot, but it is just a concept. An ideal
www.responsiveprocess.com

36.
But that’s not how MS project works

37.
The heroprocess they wanted
Often we want all the super powers.

38.
The process they needed
■ where we needed to adjust
■ page tables
■ voice and tone
■ writing guidelines
■ static design comps
■ What we did
■ governance
■ lunch and learns
■ what the web is, what it can do, how to get involved
■ Presentations
■ Four times
■ to who and what happened
■ lessons learned

39.
surrey.ca

40.
think about your message

41.
Sometimes we put the right message out there the wrong way. We need to discover what to
communicate, and how, but also why.

42.
Sometimes we put the right message out there the wrong way. We need to discover what to
communicate, and how, but also why.

43.
the team

44.
It’s a puppy! She’s cute and will love my family unconditionally!

45.
awwww

46.
She just wants to be with me.

47.
planning for growth

48.
business goals

49.
What they tell you they want

50.
What they actually want

51.
What they end up doing...

52.
The things they are really proud of!

53.
How they interact with their peers

54.
The things they love to do and how they see themselves

55.
Those special moments where the real dog comes out

56.
How we help them

57.
republicofquality.com/working-together
Silos are for farming,
not web design
What works and what doesn’t. It is about interdisciplinary teams (both vendor and client)
coming together. No EGOS, no SILOS, just working together.

58.
Alaine Intro
The things we experience together

59.
work together... weird, eh*?
* Canadian content

60.
Sitting together doesn’t always mean working together. Location is nice, but isn’t and can’t
be the whole picture. Talk about remote working (client and rest of team)

61.
When you work together you can experience things together. This also happens online and
through successes

62.
And through debates.

63.
Location is nice, but isn’t and can’t be the whole picture. Remote working with the team can
be rewarding and enlightening.

64.
This is Steve laughing at something he knows Alaine will be horrified by.

65.
Sure enough. Alaine = horrified. Moment shared and bonding established.

66.
be careful to watch your back :)
Also, watch your back. When teams start to bond they also start to have a little more fun.
Steve = brony.

67.
The team is everyone. Not just your company

68.
being social is where you have more little discoveries.

69.
Working together with the extended team. The client! The Surrey Firefighters came by to
present Yellow Pencil and Steve with a frame token of their appreciation for the work we had
done. Because Steve was working on-site at the City of Surrey a day a week moments like this
could happen.

70.
create an environment for
unplanned moments of discovery

71.
ux vision & design principles

72.
collaborative sketching

73.
This is done together, not alone in a room.

74.
phone calls!!

75.
Did you know this is also a PHONE!?

76.
audit all the things!

77.
mental models

78.
This is where I live. Manor House

79.
We love it there. Peaceful and close enough to everything.
Describe the criteria

80.
Started to notice things at dusk after moving in

81.
A few more...

82.
Umm...

83.
seriously! These are the things you discover when you immerse yourself into the situations

84.
http://bit.ly/11SF16J
Typical card sort. People coming in. Whoever is available and interested. Out of context

85.
You have great discoveries like...

86.
What if we went to them?

87.
empathy & experience mapping

88.
Understanding the journey that people take to accomplish things is important

89.
audience profiles

90.
Project Analysis
Surrey: had them already
Drupal: opened up feedback to everyone

91.
Personas, audience profiles
Create them based on real people

92.
be willing to adapt yourself
What if an entire content strategy project had to change?

93.
I can think of myself as superman. I know everything and can do
anything.

94.
Truth is, I’m more Clark Kent than superman. I get surprised

95.
I make assumptions and I’m wrong a lot.

96.
We have to be flexible and look for opportunities. Being wrong just
means we’ve discovered something new we didn’t know before.

97.
Real discovery happens
between the planned activities

98.
in-browser wireframes
People don't understand spreadsheets and abstract content plans – show them the real thing

99.
Surrey.ca
Show us where the design and the content breaks. We can then iterate quickly and often.
Plus, everyone could test and understand the concepts on THEIR device. So many a-ha
moments.

100.
in-browser designs

101.
Surrey.ca
We had planned for some static design elements, but found that we didn’t need them. This
was due to the relationship and uniqueness of this project. Also, seeing the in-browser
design comps with real content gave us even deeper insight into how the content would
work.

102.
celebrate successes together

103.
don’t stop discovering

104.
The roadmap continues! Discoveries that couldn’t be tackled in the prior phase of the project
get tackled now and in the future!

105.
Broken out and given priorities. This is done in collaboration. Client and vendor.

106.
lunch & learns

107.
WEB TEAMALL TEAM
WORKING WITH THE CITY OF SURREY WEB TEAM
BUSINESS UNIT
DOCUMENT FUNCTIONAL
REQUIREMENTS
DOCUMENT CONTENT
REQUIREMENTS
KICK-OFF MEETING
APPROVE CONTENT
REQUIREMENTS
GATHER CONTENT
REQUIREMENTS
CONTENT
REQUEST
BU EDITOR:
BU MANAGER
BU + WEB TEAM:
Meet to discuss project
requirements and timeline.
Marketing should be present for campaigns
IT should be present for applications
2 MONTHS BEFORE LAUNCH
WT SPECIALIST:
Document all functional and
technology requirements
Sign-off by BU and WT
required
WT EDITOR:
Document all content and
editorial requirements
Sign-off by BU and WT
required
BU EDITOR:
Gather initial content and
functional requirements.
Fill out “Starting a web project”
questionnaire (forthcoming)
BU MANAGER
Seeing how the web can transform how business units work together and communicate

108.
WALL TEAM
BUSINESS UNIT
KICK-OFF MEETING
APPROVE CONTENT
REQUIREMENTS
GATHER CONTENT
REQUIREMENTS
CONTENT
REQUEST
BU MANAGER
BU + WEB TEAM:
Meet to discuss project
requirements and timeline.
BU EDITOR:
Gather initial content and
functional requirements.
Fill out “Starting a web project”
questionnaire (forthcoming)
BU MANAGER

109.
WEB TEAMALL TEAM
DOCUMENT FUNCTIONAL
REQUIREMENTS
DOCUMENT CONTENT
REQUIREMENTS
KICK-OFF MEETING
ary editorial content
BU + WEB TEAM:
Meet to discuss project
requirements and timeline.
Marketing should be present for campaigns
IT should be present for applications
2 MONTHS BEFORE LAUNCH
WT SPECIALIST:
Document all functional and
technology requirements
Sign-off by BU and WT
required
WT EDITOR:
Document all content and
editorial requirements
Sign-off by BU and WT
required
rthcoming)

110.
EDIT
CONTENT
DOC
CONTENT
APPROVAL
DRAFT
CONTENT
BU EDITOR:
BU MANAGER:
Approve all editorial content
1 MONTH BEFORE LAUNCH
BU EDITOR:
Create all necessary editorial content
2 MONTHS BEFORE LAUNCH

111.
CREATE FUNCTIONAL
REQUIREMENTS
EDIT
CONTENT
WT EDITOR:
Edit editorial content for
adherance to web writing guide
and semantic content (if neccessary)
in parallel:
WT SPECIALIST:
Build all necessary functional
and technical requirements

112.
CO
SUBMIT TO
WORKFLOW
CONTENT ENTRY
AND MIGRATION
BU EDITOR:
Migrate all new content
into OpenText CMS
1 WEEK BEFORE LAUNCH
BU EDITOR:
Migrate all new content
into OpenText CMS

113.
PUBLISH
FINAL
APPROVAL
REVIEW/EDIT/ARCHIVE CONTENT
[EVERY 12 MONTHS]
REVIEW ANALYTICS
[EVERY 6 MONTHS]
UNCH
WEB TEAM:
Compile analytics data from past 6 months
BU + WEB TEAM:
Meet with BU to review and recommend next steps –
edit or archive content
WEB TEAM:
Compile analytics data from past 6 months
BU + WEB TEAM:
Meet to review and recommend changes
WT EDITOR OR WT SPECIALIST
WT EDITOR + WT SPECIALIST

114.
CREATE FUNCTIONAL
REQUIREMENTS
EDIT
CONTENT
PUBLISH
FINAL
APPROVAL
REVIEW/EDIT/ARCHIVE CONTENT
[EVERY 12 MONTHS]
REVIEW ANALYTICS
[EVERY 6 MONTHS]
SUBMIT TO
WORKFLOW
CONTENT ENTRY
AND MIGRATION
CONTENT
APPROVAL
BU EDITOR:
Migrate all new content
into OpenText CMS
1 WEEK BEFORE LAUNCH
BU EDITOR:
Migrate all new content
into OpenText CMS
BU MANAGER:
Approve all editorial content
1 MONTH BEFORE LAUNCH
WEB TEAM:
Compile analytics data from past 6 months
BU + WEB TEAM:
Meet with BU to review and recommend next steps –
edit or archive content
WEB TEAM:
Compile analytics data from past 6 months
BU + WEB TEAM:
Meet to review and recommend changes
WT EDITOR OR WT SPECIALIST
WT EDITOR + WT SPECIALIST
WT EDITOR:
Edit editorial content for
adherance to web writing guide
and semantic content (if neccessary)
in parallel:
WT SPECIALIST:
Build all necessary functional
and technical requirements

115.
WEB TEAMALL TEAM
WORKING WITH THE CITY OF SURREY WEB TEAM
BUSINESS UNIT
DOCUMENT FUNCTIONAL
REQUIREMENTS
DOCUMENT CONTENT
REQUIREMENTS
KICK-OFF MEETING
APPROVE CONTENT
REQUIREMENTS
GATHER CONTENT
REQUIREMENTS
CONTENT
REQUEST
BU EDITOR:
BU MANAGER
BU + WEB TEAM:
Meet to discuss project
requirements and timeline.
Marketing should be present for campaigns
IT should be present for applications
2 MONTHS BEFORE LAUNCH
WT SPECIALIST:
Document all functional and
technology requirements
Sign-off by BU and WT
required
WT EDITOR:
Document all content and
editorial requirements
Sign-off by BU and WT
required
BU EDITOR:
Gather initial content and
functional requirements.
Fill out “Starting a web project”
questionnaire (forthcoming)
BU MANAGER

116.
discovery should inspire you
Nice to have

117.
hellofisher.com/secret.php
shhhhhhh

118.
republicofquality.com
yellowpencil.com
@hellofisher
@alainemack