Page History

Topic

Improve Customer Experience with Content Strategy

Program

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. 

Materials

Recording

Presentation SlidesDeck | Improve Customer Experience with Content Strategy

Resources

• Content Strategy for the Web, a book by Kristina Halverson
• Conversational Design, a book by Erika Hall
• Introduction to Content Design, a free course from United Kingdom Government Digital Service
• The Elements of Content Strategy, a book by Erin Kissane
• UX Writing: how to do it like Google with this powerful checklist, an article by Guy Ligertwood

Action Items

•  Contact hcd@hcqis.org if you're interested in leading or contributing to the topic of accessibility for the July community of practice
•  Save the date: World Usability Day, November 12, 2020. 
•  Save the date: HCD Community of Practice: Accessibility on Friday, July 31. 

Contact

For questions about this program, contact Scott Reed at sreed@tantustech.com.