IBM MaaS360 Product Content Design
During my tenure with IBM, I had this great opportunity to work on SaaS driven MaaS360 product documentation – primarily the application portal content design.
MaaS360 is a mature product and its wide array of customer groups are spread worldwide. Catering to this varied audience groups content needs was an exciting challenge to work on.
The Business Pain Point
- The technical content is not UpToDate. We need to get it up and running.
- The content is bulky. What we can do about it?
- The NPS score is not great and so are the customer feedbacks. What we going to do about this?
- The application needs a fresh look. Can UX fix this? so on and so forth…
How my role as a Content Designer helped MaaS360 business and customers
I played the role of a Senior Information Developer and with what I contributed to the MaaS360 product development, I became the Content Designer and Developer.
My Approach
Firstly, me along with my team did the content gap analysis with the product and targeted to fill in these gaps with upto date and relevant technical content. With proper planning and realistic timelines, we got through this out of our todo list pretty well.
Secondly, it was time to perform root cause analysis (RCA) and analyze why the KPIs and customer reviews weren’t good.
- Here I applied the Double Diamond theory to get myself and team swift through this challenge.
- Reviewed the feedbacks from customers to identify user problems and user needs.
- Discussed with support teams to understand use cases and application workflows that got most support requests.
- Gathered reviews from within teams – product management, SMEs, SDETs, and UX teams.
- As a team, we diverged and converged on the possible solutions.
- Discussed with other peers in the TechDocs team to gather their experiences and what’s worked best for them in terms of improving NPS.
- Had constant feedback loops in process with the product owners and the TechDocs manager.
Proposed Solutions and Outcome
Every solution proposed was backed up with data and a traceable path on why this fix is suggested.
- Based on page views, page hits, support requests – get rid of those docs that are least viewed and never viewed. Rewrite content to keep it relevant, simple, and less wordy.
- The technical content destination was redesigned to include more filters and search options to easily find content and enhance customer content journey touchpoints.
- Implementing context sensitive help for contextual content availability and to help customers find existing content easily that is applicable for the specific workflows.
- To automate API documentation, introduced Swagger and I worked along with SME to design the structure and style for swagger UI, and consistency across APIs.
- To implement WalkMe for most important workflows in the application – onboarding and setup workflows as customers found documentation is heavy to follow. Also, a digital in UI texts would be useful to progressively disclose content to reduce cognitive overload.
- Worked closely with UX teams to get rid of old help texts and replace with human centered help text messages in the UI (UX microcopy).
- The Carbon Design System was inculcated IBM wide, and I worked closely with UX teams and Information developers from USA leading this project to change the UI skin and required documentation destination upgrades for MaaS360 product.
Benefits
An enhanced documentation experience for customers and improved business. The product strategy combined with Design Thinking helped in brainstorming ideas and implementing solutions to improve content experiences for MaaS360 customers.
Authored Tech Content
Here are some of the TechDocs work samples that I have authored at IBM MaaS360.