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Column: More Than Words

UXmatters has published 17 editions of the column More Than Words.

Top 3 Trending More Than Words Columns

  1. Content Analysis: A Practical Approach

    More Than Words

    Content that communicates

    A column by Colleen Jones
    August 3, 2009

    To know your content is to love it. Content analysis is an essential part of many UX design projects that involve existing content. Examples of such projects include migrating a Web site to a new platform or design, merging multiple Web sites into one, or assessing Web content for reuse in a new channel. Just as you cannot nurture a garden without regularly inspecting its plants and flowers, you cannot take proper care of your content without looking at it closely. You must become familiar with your content to judge whether it’s effective, understand how it relates to other content, make decisions about how to use or format it, identify opportunities for improving it, and more. Content analysis, though time consuming, is fruitful, because your efforts provide the following benefits:

    • Content analysis results in a clear, tangible description of your content—which clients and stakeholders can perceive as nebulous—whether expressed in text or visually.
    • Content analysis provides the foundation for comparing existing content with either user needs or competitor content, letting you identify potential gaps and opportunities. [1]
    • Content analysis offers insights that help you make decisions about your content more easily—for example, what to prioritize.
    • Content analysis can reveal themes, relationships, and more.

    In this column, I’ll walk you through a content analysis—and offer tips and tricks along the way that will help make your next content analysis more effective. Read More

  2. Toward Content Quality

    More Than Words

    Content that communicates

    A column by Colleen Jones
    April 13, 2009

    How do we know whether content is any good? This simple question does not have a simple answer. Yet, I think having a good answer would help us show our employers and clients why their content needs to improve and how their content compares to the competition’s. As a start toward an answer to this question, I offer a set of content quality checklists for seven different lenses through which we can view content. I see these checklists as the groundwork for content heuristics, which would enable us to do heuristic evaluations and competitive analyses efficiently. With good content heuristics, we could make a case for better content without painstakingly doing an analysis of all of the content up front. Imagine, making a case for better content quality in a few hours instead of a few weeks.

    Many interactive projects address content quality only through a style guide. A style guide is helpful, but it isn’t enough. One problem is that a style guide often emerges at the end of an interactive project, capturing how a team handled certain content issues and how they intend to handle them moving forward. That doesn’t help much during the project. Another problem that often occurs is a company neglects maintenance of the style guide going forward. (For information about living style guides, read Letting Go of the Words by Ginny Redish. [1]) Finally, many Web style guides I’ve encountered address word choice, brand voice—and that’s about it. The scope of content quality is much broader. Read More

  3. Better Bills

    More Than Words

    Content that communicates

    A column by Colleen Jones
    June 9, 2008

    The bill is a cornerstone communication in the customer experience, especially when it comes to billing for services. Customers want to easily understand and pay their bills, and businesses want to get paid on time. One would think a business would value the bill enough to invest in a thoughtful design. Yet many bills are poorly designed, causing needless confusion and frustration for customers and businesses alike—not to mention expensive customer service and customer churn. To encourage forward progress in the design of bills, this column profiles three common types of bill readers, discusses nine tips for improving bills, and notes some common implementation challenges. Read More

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