Problem: In order to improve content is it first essential to understand how the customer interacts with your content. Lots of research has been carried out but people don’t remember the useful bits when creating content.
Solution: I created a customer journey flow that details the types of content needed at each stage. I printed it on A3 and put it on the wall for the User Experience and Content teams to reference.
Outcome: By creating a physical document it was easier for the team to constantly refer to it while writing. It helps make sure that content is always created with the user’s needs at the forefront of the piece.