Synopsis
Redesign Content Management System (CMS) solution to fit organizational front–end usage and ease of back–end maintenance
Services
- Interactive Design
- Customer Experience Strategy
Challenge
The Client had invested considerable finances into the development of a CMS to allow their Personal and Business divisions to easily manage their entire Website including their full range of products and services, rates, special offers, and related content. After delivery of the final application, it quickly became evident that the CMS was not designed to suit the needs of the Client’s business. The CMS was difficult to navigate creating confusion; content contained within the system was hard to locate causing creation of duplicate data, and the existing documentation was confusing at best.
Solution
Using a customer–centric approach, a targeted series of interviews and assessments were conducted to understand Challenges faced by each type of user within the CMS as well as to fully understand the architecture and design of their particular CMS installation. With these baselines in place, the team proceeded to:
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Build an intuitive system of directories within the CMS that enabled Clients to easily locate and leverage existing content
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Perform a full audit of existing content, remove duplicate content, and migrate all content to the new directory structure
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Triage creation of new content across Client’s business units to allow for work to continue during the development of the new CMS installation
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Develop comprehensive testing and acceptance phase across business units and IT support teams
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Conduct training and develop clear, easy to understand documentation for each role within the CMS
Results
Upon completion of this on–time, on–budget project, the Client was able to independently manage their newly redesigned CMS solution without the need for any significant follow–up or incremental redesign steps by the vendor. Based on the highly collaborative nature of the project, the Client’s disparate business units were able to work together to gain many content creation efficiencies between the organizations, thus significantly reducing the time spent administering the system. Demands on the Client’s internal IT team were also reduced based on the ability to easily navigate the new system.