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@omnixconf #omnixconf
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Gold
Silver
Associate
governance systems
content design
The Secret is in the Connections
Carrie Hane
@carriehd
1
What comes to mind when you
hear or see the word
CONNECTION?
@carriehd #omnixconf
Connections
3
@carriehd #omnixconf
COVID-19
Highlights connection
4
@carriehd #omnixconf
Experience
How someone encounters something
5
words
voice
tone
readability
accessibility
typography
accuracy
colors
communication
method
actions
behavior
Ann Hadley
“Even when you are marketing to your entire
audience or customer base, you are still simply
speaking to a single human at any given time.”
@carriehd #omnixconf
Connection must be explicit
People feel connection

Computers make connections

Organizations support connection
7
81%believe that organizations provide a disconnected experience
Source: Consumer Connectivity Insights 2018
The Secret is in the Connections
69%said a disconnected experience would make them consider changing service provider
Source: Consumer Connectivity Insights 2018
48%given up on an activity or request
Source: Consumer Connectivity Insights 2018
@carriehd #omnixconf
Rich Connections
Create positive, omnichannel experiences
12
Enrich or enhance lives Grow or sustain businesses Expand movements
@omnixconf #omnixconf
Sponsored by
Platinum
Gold
Silver
Associate
governance systems
content design
Building a Connected Experience
13
@carriehd #omnixconf
connected experience
unified information and service delivery across digital
capabilities and the physical world
14
@carriehd #omnixconf
system
a set of elements or parts that is coherently
organized and interconnected in a pattern or
structure that produces a characteristic set of
behaviors, often classified as a function or purpose
15
Donella Meadows, Thinking in Systems
@carriehd #omnixconf
systems thinking
considering all the elements within a set of elements
as well as the behavior of the system itself
16
@carriehd #omnixconf
System Elements
17
Stock
Flow
@carriehd #omnixconf
Content System
18
Content Action
Publishing
Revenue
Costs
Consumers
Environment
Producers
Third-party AuditSyndication
Content
@carriehd #omnixconf
Consider the Context
Domain
19
Banking
Car insurance
@carriehd #omnixconf
Domain Model
Live Music
20
Performer
LineupAct
Genre
Venue
Setlist
Performance
TourLocation
Song
knownAs
performedIn
partOf
performs
partOf
locatedIn
hostedIn
hasGenre
has
Ticket
requires
@carriehd #omnixconf
Content Model
Music Venue
21
@carriehd #omnixconf
Content Strategy
Guide for how to connect with content
22
@omnixconf #omnixconf
Sponsored by
Platinum
Gold
Silver
Associate
governance systems
content design
Elements of a Digital Connected
Experience
23
@carriehd #omnixconf
Elements of a Digital Connected Experience
24
Information Technology Content People
@carriehd #omnixconf
The Technology Element
25
@carriehd #omnixconf
Work With Engineers
26
@carriehd #omnixconf
The Content Element
27
The Secret is in the Connections
@carriehd #omnixconf
Content Design
Creation based on user needs
29
Person
Artwork
Object
Resource
Journal Entry
Service
Event
Organization
Joan Mitchell Foundation Content Model
Mitchell CitationMitchell Exhibition Mitchell Collection
Job Listing
@carriehd #omnixconf
Structure for Sustainability and Flexibility
30
} ?
@carriehd #omnixconf
Model-Centered Design
Prevents design problems
31
@carriehd #omnixconf
Model-Centered Design Process
1. Determine the content structure

2. Prioritize the components to meet user needs

3. Test with sample content 

4. Create containers
32
@carriehd #omnixconf
Model-Centered Design Process
Structural guides
33
Person
Artwork
Object
Resource
Journal Entry
Service
Event
Organization
Joan Mitchell Foundation Content Model
Mitchell CitationMitchell Exhibition Mitchell Collection
Job Listing
Model-Centered Design Process
Model mapped to user needs
Model-Centered Design Process
Structure to container
Wireframe by FosterMade
Model-Centered Design Process
Container to template
Wireframes and UI screens by FosterMade
@carriehd #omnixconf
After Publishing
Measure and analyze
37
@carriehd #omnixconf
The People Element
38
@carriehd #omnixconf
Enlightenment and Education
Guide and support a new approach
39
@carriehd #omnixconf
Process
Provides clarity and consistency
40
@carriehd #omnixconf
Integration
Cross-discipline teams
41
There is no such thing as
over-communication
@carriehd #omnixconf
Audience
Design content for the people you serve
Don’t know what they
don’t know

Want things to be
easier 

They want to be
understood
43
Plain language

Voice and tone

Focus on them
content + experience =
connection
TRUST
@omnixconf #omnixconf
Sponsored by
Platinum
Gold
Silver
Associate
governance systems
content design
The Future is Now
45
46
@carriehd #omnixconf
Models…
• Keep you grounded

• Facilitate collaboration and integration

• Cross across all channels

• Are sustainable

• Are future-friendly
47
@carriehd #omnixconf
Past is Prologue
48
1975
“A computer
on every desk
and in every
home.”
2007
“Touch screen
buttons? BAD
idea. This
thing will
never work.”
1979
“E-mail is a
totally
unsaleable
product.”
@carriehd #omnixconf
The future is…
49
No tiny rages about poor usability
Content = $ € £ ¥
Digital products = physical properties
People of all abilities can interact easily with any digital product
Interactions translate across all platforms and modalities
The future is what we make it.
Let’s make it a connected one.
Share Your Passion, Try New Things,
Support Others, Create Trust, and
Nurture Community
51
Thank you!
Stay connected!
Carrie Hane

@carriehd

tanzenconsulting.com

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The Secret is in the Connections