Background

Company A supports field service companies to help them simplify their operations and grow their businesses. The company hosts an expansive collection of user guides on their website. As a group, our job was to conduct a content assessment on a sample of these user guides to provide actionable recommendations on strengthening Company A’s content strategy. From there, I wrote an individual content strategy report providing actionable recommendations for Company A to improve their content strategy.

Process

Our team began by sorting the 38 user guides and gathering metrics like the number of visitors, total number of clicks, the number of graphics used, and more. Then we evaluated them on three categories: graphics, text, and usability. We assessed for qualities such as ADA compliance, findability, readability, and more. The following screenshots illustrate our process for organizing the data for our content assessment. Proprietary information has been redacted.

Result

Once the assessment was complete, we began work on our individual reports. The next step was to evaluate the maturity level of Company A’s guides based on JoAnn Hackos’ Information Process Maturity Model. This model is a way of evaluating the level of development and effectiveness of content. After conducting the assessment with the group, I wrote a report targeted toward the client representative from Company A. I synthesized our findings and provided actionable feedback that Company A could reasonably implement at any point. Please see my report below.

This project was an interesting challenge in trusting the process and facing discomfort in learning as I go. Typically, I learn by practicing and then applying new concepts because I find this strategy safe and low-risk. However, this course required me to conceptualize abstract concepts from class all at once, and apply them in one go with this final project. It was such a valuable experience, and I am proud of the work I submitted in this final report.