Improve Customer Experience with Content Strategy

June 26, 2020

Content strategy focuses on the planning, creation, delivery, and governance of content. It is a critical function, and yet content is a hurdle across many projects. Often, we do not have the time or resources to figure out what is not working with content strategy. 

It sounds like a job for a content strategist, but they are often an elusive unicorn, and no one is certain exactly how that role improves the customer experience. 

How does content strategy relate to human-centered design?  

What if content improves the customer experience? 

What does content strategy accomplish? 

The Human-Centered Design Community of Practice explored these questions and more with Content Strategists Stephanie Warren from HQR and Ryan Serey from iQIES. The community of practice included an overview of content strategy, and a panel discussion between Stephanie and Ryan with UX Researcher Meghan Nichols from iQIES, Lead UX Designer Kent Porter from HQR, and Lead UX Designer Dana Yang from iQIES. 

Session Panelists

Stephanie Warren  – Content Strategist, HQR

Ryan Serey  – Content Strategist, iQIES

Meghan Nichols – UX Researcher, iQIES

Kent Porter – Lead UX Designer, HQR

Dana Yang – Lead UX Researcher, iQIES