- Created by Gregory S, last modified on Aug 27, 2020
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Date
June 26, 2020
Attendance
AJB |
Allison Francis |
Anita B |
Ariel Steinberg |
Arnie Espartero |
Barbara Miles |
Catherine Thomas |
Chelsea Brigg |
Cynthia Daily |
David Haskins |
Deborah Dunn |
Elena Tran |
Eric |
Erik Connors |
Fan Huang |
Germaine Irwin |
Heather Clary |
Htet Htet Aung |
Hyorim Park |
James Williams |
Jeff Mokry |
Jessica |
JKausch |
Karen Waters |
Kent Porter |
Laren Milburn |
Lesley Humphreys (FFSM Bellese) |
lisa cooksey |
Louis Fouejieu |
lovemore chirombo |
Lynn Wetherell |
Maggie Overstreet |
Malaika Simmons |
Margaret Stewart |
Mary Pham |
Meghan Nichols |
Mera McKenna |
Mike Eng |
Molly Wesley |
Nechelle Shaw-Patrick |
Pam Serleth |
Peter Kashatus |
Robert Fay |
Robin Blevins Robin Blevins |
ruth.limberg@cms.hhs.gov |
Ryan Serey |
Sandra Rodgers |
Sara Lawrence |
Sean Lajoie |
Shane Close |
Shelley Gold |
Stephanie Warren |
Tanya Netayavichitr |
Tasnuva Khan |
teresa.morton |
Tory Paez |
Yuling (CMS) |
Note: we also had 7 attendees view with their phone number as the provided detail.
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
Deck | 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.
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