Teams app content audit
Role: Content designer
Overview
As a vendor on a Microsoft content design team, I worked on a multi-month initiative to define voice, tone, and content strategy for a new audience of frontline workers. I participated in user research to shape voice and tone guidelines and led additional research to refine existing in-app content based on this user group’s unique needs and workflows.
Skills: Content design, user research, content audit, voice and tone development, content strategy
Audience: Teams users who are also frontline workers
Tools: Figma, UserTesting.com, PowerPoint, Word
Collaborators: 2 content designers, 1 researcher, 2 engineers, 1 PM, 1 product designer
Process
User research
The first step in this process was getting to know the needs of frontline workers. We interviewed nurses, pharmacy employees, med students, and more to learn more about their jobs and unique needs. I also reviewed existing research from our team’s UX researcher to compile user roles and jobs to be done to better understand this user group.
Voice and tone development
We used the information from user interviews to create four voice and tone principles that would guide our content. Our findings were shared with stakeholders and received positive feedback.
Content rewrite
Using the information from our research and data on app engagement, I rewrote most of the existing content for our quickstart templates. I kept in mind the brand and product style guides, voice principles, accessibility, and the needs of this unique audience.
Content testing
Once I developed a draft of the new content, I tested multiple versions on UserTesting.com with real users. Here, I gained valuable data and feedback that I used to continually improve the content.
Here’s some before and after feedback we received from customers.
Results and takeaways
Customer satisfaction improved by an average of 32% after viewing my updated content, with one template seeing an 86% increase. These updates are now in development with engineering, and given the strong preference for the revised content, I anticipate an increase in template usage and overall satisfaction with the app.