Senior Content Strategist, Arity
"Content is UX -- we just have a different lens into the UX picture."
How did you become a content strategist?
I think it was just an organic alignment of my talents and interests. I’ve always been a tech person; my dad sold computers to my school and I had to teach the staff how to use them. I am also an entertainer/storyteller at heart. I love to lead people on an adventure. After pursuing writing and acting in college and grad school, the digital world became a natural place to move into. I started out managing websites for companies, creating all the content and doing the basic code to update them. My first big step though was when I became the content manager at paper-source.com. We didn't have a CMS so I had to learn the relationships between data. This set me up with a unique skillset within the greater "Content" discipline. After Paper Source I went to VSA Partners in Chicago. For me content strategy was a natural evolution as I learned content management. I learned to think strategically around how and why an experience works and how to align user-centered design with business goals.
You also have user experience chops. How did you learn about that, too?
I think great UX comes from really understanding your audience and making things easier and more logical for them, while bringing them as much joy and delight within the moment as possible. As a content manager, you can't do your job if you're not observing how and why users are engaging. If you don't pick up on the challenges facing users as you navigate your site every single day, you aren't doing your job. E-commerce is an amazing foundation for how to think about UX.
I think my first real "UX" moment happened when I was doing a regular audit of a retail website and realized how long it took to scroll through a category page. How much time was a user browsing instead of adding to cart/buying? Were they even scrolling the whole way down? Why weren't they going into a detail page from this page? I suggested bringing these products together and treating them as a suite to make them scroll less and still show users the full range of products. We explored how to photograph the products, how the users would purchase, what would happen if something was sold out. Then we tested it and discovered the new approach increased sales and in instances where we were out of one product, customers looked to buy another. It was the perfect combination of how designing for an improved user experience would fulfill our business goals of increasing sales within this area of product.
Tell us about the project you most enjoyed working on and why.
Easily the IBM Icons of Progress. It was a great combination of team, skills and opportunity. Not only did I get to explore the history of IBM (and nerd out about Benoit Mandelbrot's Fractals) but we got the chance to interview some amazing people. About 8 years later, I walked into the Museum of Science and Industry and discovered there was an exhibit that featured a significant amount of our work. It's pretty amazing to walk into a museum with your kid and be able to say, this is my work. Your mom helped make this happen. It's also rewarding to know that the way we thought about this content -- what it should be, and how to create it -- was able to extend far beyond the initial channels we created it for.
How has the field changed since you've been in it and where do you see it going in the near future?
Well, considering not too long ago the term Content Strategist wasn't a job title, I think we've come a long way. I love that there's a greater understanding around the importance of content, but I think we still have a long way to go. Content is UX -- we just have a different lens into the UX picture. I think we are still working to be seen as equals, which is reflected in the ever-changing Content Discipline titles. We are trying to distance ourselves from "just writers" (which is completely offensive anyway - writing is hard and should be highly respected) to being seen as designers, strategists, problem solvers and user advocates. What I'd really like to see is more Product Designers come from the Content Discipline. PDs usually come from visual design or UX/IA. Content Designers need more access to the tools that design uses, and we should be included in doing conception and prototyping work. Partly because we have knowledge that should be leveraged, partly because Content Strategists should have broader career growth opportunities. Right now it's not good enough.
How do you deal with resistance from stakeholders (and possibly team members in other functions) who might not understand content strategy or your approach to it?
I've found the best way to get buy-in is to prove the value. Build something, make an impact. It's even better if you can get Research involved. Then you have results to back you up. Working in a data and tech org, nothing makes a better argument than data science.
Can you describe a recent challenge and how you solved it?
I was working on a project where UX and Visual Design created a user flow with wireframes and sample copy, and then they came to me to ask me to polish it. I had them walk me through it, I asked questions, I got answers. I then asked for some cave time. During that cave time I tried to just polish, but it was quickly obvious to me that the users' experience would not be easy, logical and definitely not delightful or full of joy. So I mocked up a new approach and invited them over and we walked through it. We talked about why this not that. They had knowledge I didn't, so together we were able to take the two approaches and find the most streamlined one. After that, the entire team embraced a stronger collaboration style and the content team was included in every meeting involving design, without fail.
Has volunteering with Kidical Mass (kids and bikes) taught you anything about project organization, i.e. maybe how to herd cats?
Clarity is critical for getting the best outcome. Before I lead a ride, I go over our rules, how do we ride together, how do we communicate with each other, what we have to do at intersections which can be different at a stop sign and a stop light. We do these rides to have fun, but also to teach kids how to bike, the rules of the road and how to be safe around cars. We teach the community to see us, to respect us, that we are there, that we will obey traffic laws. We teach kids and adults to be respectful of each other.
In my work, this clarity and communication is important too. We need clear ways of working, communicating and leadership, even in an autonomous org. We need clear business goals, customer goals, and measures that will tell us if we were successful or not. Clear content, UX and design enables a product to have a purpose in this world.