Sonali D
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Sonali D made a comment
I’m yet to move to one of the neobanks mentioned but have seen how more customer centric and customer value focused they are. These neobanks have managed to transition themselves in an agile way that other traditional banks have not been able to.
I’m fully cashless and use contactless payments all the time. The convenience and flexibility this allows me in...
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Sonali D made a comment
Yes I have. but its really important to know how you are going to measure the A/B testing. But have found that its not just the data through analytics but other data contributors.
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Sonali D made a comment
Creating that safe environment is crucial, supporting everyone on the call to allow their voice to be heard and evolve the content based on user needs.
Everyone being clear about the user needs for the page, and the objectives as well as the user acceptance criteria is really important.
We use Googledocs as a tool and it works really well over Teams...
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Sonali D made a comment
Not as often as we could! We have content editors around the globe, and we try and provide global content and allow for local content - but this isn't an easy task because of the scale.
We do however iterate and refine on key journeys / services and products.
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Sonali D made a comment
I use most of the metrics listed above. As mentioned before I haven't used entrance as much, but look at page views over time, unique users. Nor have I compared the average time on page vs expected reading time.
I use Google Search Console to look at the search terms and the landing pages used. We do try and run audience need surveys to gather...
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Sonali D made a comment
Bounce rate and average time on page are key metrics for this page - both build a picture about engagement with the content. I would expect bounce to be high, average time on page to be low - as the goal here is that users find the information quickly and easily.
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Sonali D made a comment
Are users able to find the answer to their question quickly and easily? - this relates to engagement metrics - like time on page and bounce
Are users completing a service from beginning to end? - this is useful as you want users to use the service 'public holiday calendar' get the information as quickly as required and then able to continue on their other... -
Sonali D made a comment
I've actually not used entrances as a metric before - so will be looking at that from now on.
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Sonali D made a comment
We do most of these stages - however where we could improve on is working with stakeholders (who own the content lifecycle) to educate about that lifecycle so that they archive, maintain and remove content as and when. Also getting them to actively participant in the content discovery / factual reviews helps this education about content lifecycles.
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Sonali D made a comment
The first one was extremely complex, and I basically stopped reading it. The words were complex and I actually didn't understand the purpose of the page.
The second one was the opposite - clear heading structures, plain English, simple words, in the active voice.
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Sonali D made a comment
- Start with basic content prototypes - words on a page based on page purpose, audience, user needs, hierarchical structure - logical orders, no site navigation, keywords.
- Content peer review with other colleagues working on the project plus stakeholder review
- I then move this first pass content to paper sketching, or prototyping in Axure using key... -
Sonali D made a comment
- Use clear headings and logical structure and order to the page.
- Use heading that match users needs and information that they are looking for.
- Use simple clear call to action so that they can complete their task that they need to.
- Use plain language that is jargon and acronym free -
Sonali D made a comment
Users need to find information quickly and easily. They want information presented in a logical manner and either need to know this information to plan and make a decision for a future / planned activity.
The second example is much clearer, less cluttered, draws attention to the next public holiday. It makes the assumption that everyone is familiar with...
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Sonali D made a comment
It's about distilling the content based on needs - we have a mix of commercial products and services, and then showcasing our work and what we do. Our teams aren't used to writing for digital experiences and use jargon, complex terminology that is familiar their industry or programme. However there is probably a misunderstanding how our end users computer and...
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Sonali D made a comment
Actually we probable don't do this enough. We have created personas in the past but these are static and do not get updated.
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Sonali D made a comment
English and computer literacy is a big one for our organisation as we have a wide reaching audience across the globe not just the UK.
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Sonali D made a comment
Yes I try and use a range of methods - GA, Search Console, Google Trends, Uber Suggest to help understand any keywords that may be used.
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Sonali D made a comment
We embed peer reviews within our content design process, and constantly evaluate with stakeholders. However because our audiences are global, and range from Joe public to very specific audiences such as government and education bodies - these people are hard to get on an adhoc basis - so we are trying to use a survey to ask people to provide live feedback or...
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Sonali D made a comment
You could use remote diary studies, video diary studies where users provide feedback on a specific question - may be how your service supports them in their everyday life. You could also conduct participatory design workshops with actual users so you are designing the service with actual end users - this may be time consuming to plan and conduct but the...
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Sonali D made a comment
Give a clear heading to the section
Provide more context to the information provided, who does it apply to, when does it apply.
Speak with users to identify other requirements that they may need to support their decisions
Remove and explain any acronyms such as IDP
Use bulleted list to explain things that may apply
Use descriptive links to additional... -
Sonali D made a comment
Most of these would apply in our context - may be we need to add specific accessibility dos and donts for localised content - using logical structured content and plain language. There may be specific accessibility guidelines around right to left content for Arabic.
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Sonali D made a comment
To be honest I think all principles need to be worked on for our digital estate. However the one I would say is the most challenging for us to achieve is the ensuring our content is 'Understandable' - our users have a range of English proficiency - so for our commercial services they may actually want to access information in their local language - here we...
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Sonali D made a comment
1. Test takers living anywhere in the world who wants to study or work in the UK
2. Parent or tutor who is supporting that test taker
3. University, college or school, may be even an agent
4. I want a visa to study or work in the UK
5. I've got my certification of English proficiency and I can send this to my work/Education institution to complete by... -
Sonali D made a comment
I've had to create user journeys to depict a test takers journey from discovery (finding the right exam for them) to post test services (what can I do now that the exam is completed). The journey maps are really helpful in understanding what information users need at each step, what their pain points are and how they are feeling as they go along the user...
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Sonali D made a comment
Its done when I have got a cup
Its done when I have got a tea bag, hot water, milk and sugar
Its done when the kettle is boiled
Its done when the water is poured
Its done once the tea bag, hot water, milk and sugar have been added to the hot water
Its done once I've stirred the tea and taken the tea bag out
Its done when the tea drinker is sipping a... -
Sonali D made a comment
As a test taker
I need to book my test in the next month
so that I can complete by university application -
Sonali D made a comment
User needs (test takers) mainly want to find where they can take a certified exam to test their English proficiency, share that certification with education bodies such as universities, colleges or school. They need to understand times and dates, how much it cost, where they might have to travel to, what information they may need to have in order to book, how...
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Sonali D made a comment
We provide content for various users depending on the product or programme that they want or need to engage with for a specific goal. However mostly I work on content for test takers; those people who want to get certified in English proficiency.
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Sonali D made a comment
Users vary depending on the product or programme they are engaging with. However we mostly deal with learners - people who are wanting to learn English in order to improve their opportunities and prospects. test takers - people who are wanting to get a certified qualification - this could range from English certification or a specific subject matter
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Sonali D made a comment
Researchers for government, journalists, marketeers, everyone
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Sonali D made a comment
It depends on the product or programme that users are engaged with, but yes there is a combination of online and offline journeys. As part of the IELTS journey, which is mostly online, a post service is to provide users with an EOR (Enquiry on Results) this allows them to request a re-mark or query the result that they have been given. Users need to download...
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Sonali D made a comment
The ability to distill information in a distinct and succinct way so that users can get what they need and achieve what they need to, and the reason why they came to the site. Some of the programmes and products that I have to work with are complex, jargon heavy and talk to niche user groups - again distilling that succinctly is the main challenge and goal.
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Sonali D made a comment
Irrespective of the team size and skill, building a shared understanding about the user and their needs are key asset. Get everyone involved in user research activities and gather insights on what information is needed, what format is right, and when to present that information based on the users journey is key.
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Sonali D made a comment
Marketing and data insights teams - these help provide a rounded (triangulated) view and insights about user needs. Also subject matter experts within the business have an insight and knowledge about user and business needs.
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Sonali D made a comment
Echo a lot of people have said... infographics, iconography, videos, audio, captions, forms, contact us information - address, telephone numbers, social media, call to actions and links, pdfs and other document formats - annual reports, information sheets.
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Sonali D made a comment
Hello everyone! I've worked in UX for a very long time - doing research and UX design work. I also work very closely with content designers already - so you may think why should I do this course? But I've never ever done a course like this - so I'm hoping to learn more about the craft, so I can work better with content designers in the future. My favourite...
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Sonali D made a comment
For both business I would use a user centred design approach and strategy, utilising aspects of marketing, keyword research and audience analysis. Both sites need to be re-designed and brought onto a platform that allows them to share content with their audiences and demonstrates the links with social media. They both could learn from each other and possibly...
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I am user-customer advocate. In my job I have to put the customer first and consider there needs. I also have to balance this with business goals and objectives. Social media is just one way a business can reach out to its customers. There are many channels and I think all channels need to be thought about and considered based on customer needs. Content is...
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Sonali D replied to Stéphane Petitjean
Well said Stephane! I think it is about putting users / customers at the centre of what we do. Digital marketing is only useful if you really understand your customers aspirations, goals, information needs. Customers are looking for added value "how will this platform / tool / product / brand help me in what I want to achieve". You need a strategy in place...
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Sonali D made a comment
Digital marketing used in the right way can be great! It needs to service a purpose, it needs to add value to a customers experience with the brand or product. Why would they click on the 'banner' if it wasn't something that actually interested them. Isn't it about understanding what our customers goals and aspirations are, why are they using these platforms...
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Sonali D made a comment
I'm a user of some social media channels; Facebook and Twitter mainly. However I go through waves of contributing, curating comments and content with friends and colleagues and then nothing...nadda!?! Why is that? I have a story to tell, many stories in fact. So why do I stop telling them, have I got stage fright or do I simply go from implicit to explicit...
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Sonali D made a comment
All business should use stories to help communicate its business values. These stories however will be communicated through different medians - digital, face to face and conversations, phone, adverts, social media. I think finding the right and appropriate median (channel) should be based on how that business users / customers will engage with them most and...
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Sonali D made a comment
We use stories in everyday life to communicate to one another. Whether its a story about some work we did or communicating an idea to a colleague or telling a friend about a event we went to. The way we look at storytelling has changed. Storytelling is not about something mythical, magical or non-fictional. These days stories that are based on true life and...