Digitization has impacted every aspect of products and services. This elevates the importance of enabling a seamless user experience, through in-product user assistance tools to defining the mobile presence and everything else in between. This session walks you through building a UEx strategy for in-product navigation, self-help modules and the impact on rate of adoption and overall customer success.

3. Eeshita Grover
Senior Manager, User
Content
Cisco

4. Definition
Digitization is the process of converting information into a digital format.
In this format, information is organized into discrete units of data.

5. Space for text hereDigitization and User Content
Content
everywhere
…BYOD

6. Designing the Content
Experience
Considerations
Content
Strategy
Content
Landscape
Metrics

7. A content experience is the environment in which your content lives,
how it's structured, and how it compels your prospects and
customers to engage with your company. Unlike content marketing,
content experience takes into account how people consume and
interact with your content, not just the words on the page.
- Uberflip
Content Experience

8. Content Experience translates into
Customer Success and Customer
Experience.
Content Experience

9. Equation includes:
● Knowledge of your product and the user
● Content creation and delivery mechanisms
Content Strategy
Dynamic,
changing fabric
of content

10. Tools for building a
content strategy
Content
Analysis,
Business
strategy,
audience,
goal
Content
Ecosystem –
Sphere of
influence,
span of
control
Inventory and
Audit
Metadata
and
Taxonomy
Content
Curation
Search
Governance
Content Strategy

11. Key Players
● Many content generators
● Many tools
Content Landscape
Ecosystem

12. Collecting and Analyzing
● Direct and Indirect Giveaways
● Onboarding to Retention
Metrics
Standards of
measurement for
efficiency, performance,
progress, or quality of a
plan, process, or
product.

13. Scott M. Graffius, Agile Scrum: Your Quick Start Guide
with Step-by-Step Instructions
“If you don’t collect any metrics, you’re flying blind.
If you collect and focus on too many, they may be
obstructing your field of view.”

14. Thank You!
Eeshita Grover
egrover@cisco.com