content strategy
Making enterprise technology deployment more efficient by helping teams meet key milestones
The Challenge
I was part of an embedded design team helping our Fortune 20 technology client create a better user experience for their deployment enablement platform. The platform promises to streamline the deployment of large enterprise technology orders with minimal downtime by coordinating around key milestones.
Our charge? To help them create a clear and cohesive notification strategy to ensure seamless delivery.
The client supplied a list of expected milestones & communication points. I created this matrix to document message types, triggers, recipients, & formats -- including fields for approvals to make the review process efficient & transparent.
Our Approach
Enterprise deployment is a complex, multilayered process built around key dependencies. To ensure we understood the users’ process fully, we documented the end-to-end workflow and created a service blueprint. Then we worked closely with the client‘s Product Owner to identify the key milestones and triggers to build the strategy around.
Our Team
Experience Director, Experience Designer, and Content Strategist (yours truly)
What We Did
User research to observe processes, obstacles, pain points, sentiment, and needs
Stakeholder research to understand business goals, KPIs, and business process
Documented the end-to-end process; created a workflow diagram
Created a Service Blueprint
My contributions
As Content Strategist, I specifically created the notification strategy. To do so, I:
Worked with the Experience Designer to plot client-identified communication points against key milestones across the end-to-end process. We were identified several missing communication points as well as a few redundant ones.
Worked hand-in-hand with the Product Owner to identify milestone triggers, next actions, and key recipients. Built a notification matrix to document these major communication points.
Built notification preferences, including optional and required based on role.
Wrote notifications — in-app and emails — following client style and with a tone informed by the Service Blueprint.
The UX designer I collaborated with created this end-to-end process flow diagram. I compared the milestones, triggers, & requested notifications against the process and was able to ID several missing notifications.
I used this service blueprint helped inform the tone and tenor of the notifications while adhering to the company content style guidelines.
The Solution
What We Built: A robust notification strategy with identified milestones, triggers, and recipients. A copy deck with all in-app and email notifications, as well as an extensible matrix the client could use as the platform grew.
The Results:
A clearly documented communication strategy that enabled users to meet critical milestones.
The right notifications delivered to the right audiences at the right time, ensuring a seamless workflow.