The Situation

The Findability and Content workstream was part of a large Digitisation Portfolio. The objectives were to transform digital experiences and improve digital adoption.

The Strategy

Trudy was the Findability and Content workstream lead/product owner. The goal was for customers to always find useful information in digital channels.

The Findability and Content workstream projects included:

+ Information Architecture (IA) and content structure for a single Business website

+ Google Search Appliance (GSA) replacement and search result display improvement

+ 301 Directory for the efficient creation and management of URL redirects

+ Single source of content feasibility study for improved efficiency, content re-use and quality

The Result

+ Single business website Information Architecture and content structure:

> Content in 3 Spark Business digital channels audited, aligned and re-written

> A new IA and content structure proposed

> SEO assessment completed

> User testing defined, and user recruitment completed

> Design prototypes completed for user testing

> Component and content evaluation completed

+ 301 Directory development:

> Requirements gathered and documented

> Funding request completed and approval received

+ Search tool replacement and search result display improvement:

> Requirements gathered and documented

> Search result display design created, and user testing completed

> RFP created and released

+ Single Source of content feasibility study:

> The mode of operation used to create the website and Contact Centre help content documented

> A future mode of operation to simplify and align the efforts between the two teams defined

> Quick wins identified and a change plan created

> Proof of concept for a single source of content completed with one website component type

> Resulted in an ongoing business-as-usual task reducing from 8 hours to 1 hour