CMS Table of Contents Scope/UX Approach ..............................................................................................................................2 Timing and Deliverables .....................................................................................................................2 Approach ..................................................................................................................................................3
Evaluation of Roles (Interviews) .................................................................................................... 3 Heuristic Evaluation of Site ............................................................................................................ 3 Research ......................................................................................................................................... 4 Recommendations ......................................................................................................................... 4
Interview Findings for Evaluation of Roles ..................................................................................5 Understanding Roles vs. Permissions ............................................................................................5 Roles Interviews Summary ................................................................................................................5 Project Manager Role .................................................................................................................... 5 Summary of Finding for Project Management ............................................................................... 6 Developer Role ............................................................................................................................... 6 Summary of Finding for Developer ................................................................................................ 6 QA Role .......................................................................................................................................... 7 Summary of Finding for QA ............................................................................................................ 7 Content Manager Role ................................................................................................................... 8 Summary of Finding for Content Manager ..................................................................................... 8
Hueristic Evaluation .............................................................................................................................9 Research Findings .............................................................................................................................. 11 Recommendations ............................................................................................................................. 18
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SCOPE -‐
The Goal and Objective of revisiting CX2 is to refine the purpose of the current CX2 site as a tool to help … o Create an intuitive experience for users to preform simple tasks needed to execute the requirements of their role. o To create effective and efficient moderation tool that can allow for large amounts of program specific user generated content o Position the CX2 to become comparable to best in class CMS tools that are structure for long turn use with a strong supporting foundation with scalability to help improve the usability and purpose over time.
TIMING and Deliverables Round 1 -‐ Understanding Timing and UX responsibilities throughout project -‐ Review Scope and Approach -‐ See full Approach below -‐ Reveal Findings and Analysis -‐ Share Research -‐ Recommendations with rough visuals and next steps Round 2 -‐ Rough Wires -‐ Schematic Diagramming -‐ Schematic Diagramming (testing) -‐ Refining Wires Round 3 -‐ Finalizing Wires -‐ Follow Creative / Development -‐ Consulting Round 4 -‐ Finalizing Wires -‐ Follow Creative / Development -‐ Consulting -‐ UXR Documentation -‐ Final Hand off with Creative to Development
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APPROACH Evaluation of Roles (Interviews) -‐
Conduct user interviews to identify the current and future users needs on features that may or may not exists create an optimal user experience and allow users to get full utilization out of CX2 and eliminate any unmanaged or irrelevant functionality. o Conduction of user interviews: § Project Managers • Tiffany § Moderators • Jared • Brian • RJR (Client) § Reviewers • Brian • RJR (Client) § Devs • Ray • Developers (20) § QA • Jarrett • QA Team (8) o Analysis of interviews to allow for findings to support the future recommendation of the CX2 site.
Heuristic Evaluation of Site -‐
Identify fail points and areas of opportunity for additions, eliminations, or enhancements to the usability and functionality of the site. o Heuristic Review § Navigation § Content Hierarchy § Usability/Functionality § Users flow through site § Intuitiveness
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Research -‐
Competitive analysis of the landscape of other similar CMS and tools that are best in class to gain insights to best practices focusing on usability, functionality, and layout. o Identifying what is working and what is not working for other sites o Identifying similarities and improvements based on research of best practices that will help enhance the performance of the site.
Recommendations -‐
Review and Analysis of all interviews, evaluations, and research o Documentation to include Recos for: § Navigation § Content Hierarchy § Usability/Functionality § Users flow through site § Intuitiveness o Finalizing documentation with full annotation and layout of new design that solves for the needs and goals set out and are based off of the above reviews, findings, research, and analysis.
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INTERVIEW FINDINGS For Evaluation of Roles (For further information reference interview chart in appendix (CX2 Questions Data Table 052114) Understanding Roles vs. Permissions Roles: are the actual titles given to those who are preforming task Permissions: are assigned to specific roles that will grant the “access” to the functionality within the program so that they can complete their task. Roles and Permission Roles: -‐ -‐ -‐ -‐
Project Management Developer QA Content Manager
Permission: -‐ -‐ -‐ -‐ -‐ -‐
Administrator Reporting Moderating Reviewing Editing Development
Roles Interviews Summary A. Project Manager Role
Interviewee: Tiffany
1. Identified Tasks (User Needs) § § §
Request for Winners/Entries Adding or Assigning User Updating Website Content
2. Identified Permissions § §
Admin -‐ Administrator Reporting 5
§
Editing
Summary of Finding for Project Management -‐
Based on interview and findings in discussion the project management role has been request to be developed on a platform that will be defined and determined by our development team using an interface that will be determined by that team. (For further information provided reference Tiffany additions to interview in the appendix and ux analysis attached (CX2 Tiffany 052114)
-‐-‐-‐-‐-‐-‐-‐-‐
B. Developer Role
Interviewee: Ray
1. Identified Tasks (User Needs) §
Central location to preform data related task
2. Identified Permissions (Needs access to all) § § § § § §
Administrator Reporting Moderating Reviewing Editing Development
Summary of Finding for Developer o
Based on interview and findings in discussion the developer role has been request to be developed on a platform that will be defined and determined by our development team using an interface that will be determined by that team.
(For further information reference Ray’s content outline recommendation for removal of /or relocation of secondary navigation items in the appendix (CX2 Ray_Dev 060314)
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-‐-‐-‐-‐-‐-‐-‐-‐
C. QA Role
Interviewee: Jarrett
1. Identified Tasks (User Needs) §
To test program specific tasks
2. Identified Permissions § §
Reporting Moderating
§
Talkback Moderator Legacy • Motto moderation Development • •
§ § § § § § § § § § § § §
Error log viewer Event tracking manager Page template manager (TIA articles) Phase manager FAQ manager Gallery manager Gallery media manager Instant win log viewer Log in redirect keys Page manager Site link manager Site settings manager VI SKU manager
Summary of Finding for QA -‐
Based on interview and findings in discussion the QA role has been request to be developed on a platform that will be defined and determined by our development team using an interface that will be determined by that team.
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-‐-‐-‐-‐-‐-‐-‐-‐ D. Content Manager Role
Interviewee: Brain/Jared
1. Identified Tasks (User Needs) § § § §
Pulling reports for comments, monthly reports for user listening (qualitative data), and campaign (program specific) Review user generated content that are in question Reply back to users (ATC’s) Approve, Reject, tag user generated content
2. Identified Permissions § § §
Reporting Reviewing Moderating
Summary of Finding for Content Manager Good o The program is simple to, o Organization of data, o Batch approval, o Quick view Bad o Slow and skips o Comments are hard to read o Can’t report on gallery images o Only available on desktop o Not notifications on what programs have been updated or removed o No bandwidth to batch 200 comments at a time (For further information reference Camel Talk Back Moderator Document provided in the appendix)
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HUERISTIC EVALUATION E. Usability/Functionality • Inconsistency in functionality across all of CX2 1. Different pagination 2. Each tool functions differently 3. Hard to read content 4. No notifications within the system telling the user that content has been updated or removed 5. No user dashboard F. Users flow through site 1. Inconsistency in workflow throughout and requires a lot of screen space G. Intuitiveness 1. Tab navigation outlines which role is needed to complete a users task 2. Certain programs, if they are minimal and provide a step-‐by-‐ step approach (ex. Pulling reports) 3. More complex tasks requires training, either in person or through documentation H. Navigation •
•
•
Primary Navigation 1. Tabs are displayed at the top of page 2. Legacy Develper/QA, and Adminsistrator tabs display more content on rollover 3. Moderator and Reports enters into specific page 4. There are two log out locations Secondary Navigation 1. Once logged in the user has the option to change roles by dropdown, but no tabs are affected once changed. Tertiary 1. The “FAQ form” is displayed in four places under the Secondary navigation § Camel Website § Dissolvables Website § SNUS Website § Tobacco Pleasure 2. The “Gallery Moderation” is repeated in three different places
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§ Camel Website § Dissolvables Website § SNUS Website 3. The “Polls” is repeated in the in two different places § Dissolvables Website § SNUS Website 4. The “Motto Moderation” is only displayed once in the “Camel Website” § The “Camel Website” has items that are not being used by current users I. Moderation •
Under review
J. Reviewer •
Under review
K. Editor •
Under review
L. Administrator •
Under review
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RESEARCH FINDINGS Research (Best in Class) M. General Site Overview • Usability/Functionality • Users flow through site • Intuitiveness •
Examples display common themes of site structure, ease of use to navigate, easy to read and find content.
Drupal (Content Management System)
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Wordpress (Content Management System)
Squarespace (Content Management System)
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N. Navigation • Primary (Side) • Identified the primary navigation is based on the left side with icon and copy. It is clean and easy to read and access content. Once item is selected from the tab on the left the user will be able to go into the deeper dive, which will be displayed to the right.
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•
Primary (Top) • Identified the primary navigation is based at the top with option to access more content via rollover. Icons and copy is displayed in the dashboard or filter area for quick access and customizing search. It is clean and easy to read and access content. Once item is selected from the tab at the top the user will be able to go into the deeper dive, which will be displayed at the bottom.
Mollom (Content Monitoring)
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Joomla (Content Management Framework)
O. Moderation • Under review
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Sprinklr (Social Media Management System)
Engagor (Social Media Monitoring)
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P. Reviewer • Under review Q. Editor • Under review R. Administrator • Under review
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RECOMMENDATIONS •
• •
• • •
• • •
Usability/Functionality o Make functionality across all of CX3 seamless and easy to use o Bigger buttons o Minimize the amount of clicks o Increased font point size where needed for easy to read o Allow more white space and breathing room Why o Increase efficiency and streamline the process Reference o E, M Users flow through site o Removal analog capabilities Why o Increase efficiency and streamline the process Reference o F, M Intuitiveness o Removal of questionable icons or terminology Why o Increase efficiency and streamline the process Reference o G, M
-‐-‐-‐-‐-‐-‐-‐-‐ •
•
•
Navigation o Primary navigation to be displayed on the left side o Secondary and Tertiary navigation to be populated over the primary Why o Allows to structure the content in a way that naturally narrows the navigation options, and to explain those options in a way that minimizes the cognitive load on users. o Allows more flexibility for further growth of content Reference 18
o
H, N
-‐-‐-‐-‐-‐-‐-‐-‐-‐ • •
•
• • •
Login o There should be more prominent Why o Need to rework the user interface o Mobile first consideration Reference o H Logout o There should be only be one logout location for user Why o Need to consolidate and remove clutter from the interface Reference o H
-‐-‐-‐-‐-‐-‐-‐-‐-‐ •
•
•
•
Permissions o Remove dropdown functionality o Under review for navigation placement Why o Once logged in the permissions should be already set and only display what is needed for specific user. o The administrator role (IT) will set user permissions Reference o A, B, C, D, H Permissions o Roles need to be divided into two environments. • CX3 CMS § For the Administrator, Moderator and Editor roles to live on CX3 CMS • CX3 Administration § For the Development, Quality Assurance and Product Management roles to live on CX3 Administration 19
•
•
o Why o o
Clear terminology needs to be defined
Need to consolidate and remove clutter from the interface To help improve procedures to manage a better workflow between the CMS and Administration o Need consistency with terminology Reference o A, B, C, D, H
-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ •
•
•
Dashboard o The dashboard to contain users most recent content o Items or tasks they need to complete o Programs that are going live or being archived o Notifications to be determined Why o To help prioritize most important information from top level point of view Reference o E
-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ •
• • •
Administrator o Need to check to see if an Active Directory Integration (ADI) system could be possible o This would be a IT role Why o Allows IT to manage administrative permissions internally Reference o A Implementation (Active Directory Authentication in ASP.NET MVC 5) o Step 1: AccountController.CS
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•
Step 2: AccountViewModel.CS
•
Step 3: Web.Config
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Source site: http://www.schiffhauer.com/mvc-‐5-‐and-‐active-‐directory-‐authentication/ -‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ • •
•
Legacy o To be removed or repurposed by the development platform Why o Those permissions are not needed for the moderations and content management side Reference o A, D, C
-‐-‐-‐-‐-‐-‐-‐-‐-‐-‐ •
Content Manager o Moderation (1 to 1 group) § Link to reports to a new tab § Tag management system • Add general, request, feedback button functionality for the quickview panel § Apply to mobile § Add list of pre-‐approved responses for ATCs § Clarify task, program and section hierarchy § Gallery images to be displayed in reporting o Why § Allows access to pull reports § Allows access to manage tags for qualitative data § Allows access to moderate user generated content on the go § Allows access to manage pre-‐approved messages § Allows to simplify the UI and content within § Allows reporting on images to be more intuitive o Reference § C o Reviewer § Under review for enhancing the process o Editor (MRM creative to brand side) 23
o
o
§ To add Blog and window shade capabilities § Consideration for growth Why § To replace the TIA article process § Streamline user process Reference § Under review
• •
•
• •
•
Project Management o To be removed or repurposed by the development platform Why o Those permissions are not needed for the moderations and content management side Reference o A Development/QA o To be removed or repurposed by the development platform Why o Those permissions are not needed for the moderations and content management side Reference o B
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