Improve the UX of Your

Content and Prove ItPam Noreault - ACI Worldwide

Tara Knapp - ACI Worldwide

Case studyUsers are your biggest advocates when you involve them in

your efforts to improve content quality. Users can convince

writers, who may be stuck in their “old ways,” to adopt new

ideas and methodologies.

We’ll take you through our UPLift evolution to

▧ improve content

▧ create model documents

▧ implement a repeatable methodology

▧ validate our models with customers.

You’ll LAUGH, you’ll CRY, you’ll LEARN from our missteps,

and you’ll SEE our testing results.

What you will learn

▧ Our UPLift methodology

▧ What our before and after models look like

▧ How we engaged our customers to validate/test our UPLifted

content

▧ What metrics we gathered and the results we touted

▧ Challenges, lessons learned, and how our (re)evolution

continues

Who we areTara Knapp

Tara is a supervisor of User Experience at ACI Worldwide. Tara has 20 years experience in training, communications, and technical writing. Her interests include technical communication, user experience, process improvement, agile development practices, and swing dancing. Tara is a member of Scrum Alliance and ATD. She has a MA in English from Creighton University and a MPA in Public Policy Administration from the University of Nebraska.

Pam Noreault

Pam is a Sr. Manager of Information Development at ACI Worldwide. Pam has 20+ years experience in communications, content

management, and technical writing. She specializes in content reuse, topic-based

content, DITA conversions, using social media in business, and trends in user assistance.

When she’s not researching and implementing new ways to involve customers in user

assistance, she can be found presenting at conferences or hiking with her dogs. Pam has a

BS in English/Spanish Ed from The Ohio State University and a MA in English/Professional

Writing from Wright State University.