Delivering agile content
A support area for a new platform
Tools
Confluence
Jira
Markdown
Visual Studio Code
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The problem
- An educational publisher was launching a new platform to a worldwide audience of teachers, learners, and educational administrators.
- Analytics and customer feedback from previous platforms showed that, without online support, users and the business would experience increased costs and a loss in perceived value.
My role
- I worked with the Product Owner, UX Designers, Marketing, and Customer Support teams to define, design, test, and deliver an online support area.
The goal
For the support area to be a success:
- the content had to support the most common and most important user tasks
- the language had to be simple enough for non-native English speakers to understand
- the organization of the content had to match the mental models of different user groups
My process
- I discussed and agreed user stories with the Product Owner.
- I moved the content development process from Word documents to the project’s Confluence space to save developer time.
- The content I wrote in Confluence was sent to stakeholders for review.
- In sprint planning meetings, I presented the finished content to the development team for further discussion.
- A need was identified for the content to be translated so I worked with translators and teams in local markets to deliver the content in approximately 20 languages.
- To reduce the time to delivery, I created a process to automate the formatting of translated content.
The outcomes
- Support content was delivered in time to support new platform releases
- All articles met our standards for simple English and house style
- Processes for monitoring the effectiveness of the content were agreed
What I learned
This project gave me the opportunity to learn
- how to design information architecture using card sorting and tree testing tools
- how to navigate project and technical restraints collaboratively and creatively