Tania’s first job was manning the website inbox at New Zealand Post. She learnt very quickly how important internal relationships were – especially with those who are on the front line dealing with customers every day. Since then she’s been all about creating content for the user (not the business) and finding ways to make her job easier. At ACC she’s leading the content redesign of the website, and changing the way content is created and managed.
Human-centred design helps more than just the people using websites - it helps the people making the websites too. At ACC, we had to get a lot of content written in a short amount of time. We had heaps of content owners to talk to and we needed them to get on board with a new content strategy and sign-off new content - fast. The usual story!
We knew we were going to be customer-centric about what went on the website, but what would it mean if we were human-centred about producing the content within the organisation?
Find out how we used a sprint-based, pair writing approach that worked for writers and content owners alike…and ended up writing some really good content.
We’ll talk about:
- How we worked our content production into our design sprints
- What a pair writing approach looks like and why it works
- How to really involve content owners and get them thinking about user needs
- What we learned from working like this and [spoiler alert!] why we can never go back to writing content the old way
- Tools and tips for running a process like this