Change the Conversation Serafina Frongia AVP-Content Strategy and Editorial, Wholesale User Experience October 28, 2016 © 2016 Wells Fargo Bank, N.A. All rights reserved. For public use.
Change the Conversation
Serafina Frongia AVP-Content Strategy and Editorial, Wholesale User Experience
October 28, 2016
© 2016 Wells Fargo Bank, N.A. All rights reserved. For public use.
7 7
User research lowlights “In terms of the information/functionality presented on the page, it was the least engaging.”
“Nearly all users did not read the instructional text on this screen—most scrolled down immediately and were still left with questions.”
“Those who did read the instructional content..were equally confused.”
10 10
Internal users are people too!
65% of population are visual learners
“Skimming is the new reading”
Content strategy is just as much about selling as it is executing
17 17
• All info from sales – what was sold • Understanding of customer training needs • Day 1 info gathering tools • Access to what end user sees for help and training
Implementation
Easy handoff to Implementation
Sales
Provide all product documentation
Product Management
• Package with contacts, setup checklist
• Easy instructions for user management and product usage
• Awareness of training tools and ability to monitor training progress
Customer Security Admin
Setup and implementation
Business Objectives
• Smooth, correct implementation with decreased support calls
• Begin generating revenue quickly
• Satisfied customers
Pre-Sales Initial Sale Deep Sale S/I Service
19 19
Reads sign-on tips for good credentials
Creating wires on tablet
Reads contextual help for multicurrency field
Watches online training for Wires application
New wire approver role, first time smartphone app user
Looks at way-finding tour
Missed Opportunity: Receives event message about wire to approve but has no context for message (why was it sent, did anyone else receive it, etc.)
Onward to continued mastery!
First time CEO Portal user from work desktop