Fix Your Docs or Else: How Our Biggest Customer Helped Us Improve Our Content Strategy
- Presentation
- Content Strategy & Information Architecture
- 05. November
- 09:00 - 09:45 AM (CET)
- C6.2
-
Caley Burton
- Emerson, Test & Measurement Business Unit (NI)
-
Ines Rubio San Martin
- Emerson, Test & Measurement Business Unit (NI)
Contents
We thought we were giving our #1 customer everything they wanted with their documentation. Instead, we created a painful user experience. Our customer gave us an ultimatum: Fix the docs or else they go to a competitor with better documentation. We got the message loud and clear. Learn how we turned this multimillion-dollar problem into a winning content strategy that is helpful, scalable, and AI-ready.
Takeaways
- Learn how to form a content strategy team to tackle problems and improve customer experiences.
- Learn how usability tests, user research, and customer interviews lead to better content strategies and experiences.
Prior knowledge
We want anyone who faces or has faced a content crisis to learn from our experience. We will not get too technical or deep into the details, as we intend to cover a project that took 1.5 years to complete. We want to give the audience hope that they, too, can turn bad customer experiences into winning ones.
Speakers
Biography
Biography