Pam Noreault, Principal Information Architect at Ellucian said that most organizations think that content costs money. The goal is to show the value of content.
It takes a village, including doc vendors, search vendors, UX, information development leadership, support and product management. The UX team did research for us as the project was going.
Customers couldn't find information quickly, did not understand what site to use, found older content that was irrelevant, and found things that were broken.
Identified 5 things to improve:
- Improve the user experience
- Increase self-support and case deflection
- Consolidate content to one site
- Increase site use
- Show iterative improvement.
While there was $57K savings in case deflection, an estimated $13.4M in implicit case deflection. These are cases where someone goes to the docs, does a search, and doesn't open a ticket. We also saw that topics views went up 91%.
In 2024, added continued to simplify, added AI to the site to provide code explanations and topic summaries. Found $181K in explicit case deflection savings and $25M in implicit case deflection savings. 1917% increased topic views.
Find what you can measure.
It takes time for perceptions to change. Not all changes are well-received. Overcommunicating still misses users.
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