Digital transformation

End-to-end content creation

Transformation projects can impact every touchpoint users have with your brand, making quality and consistency essential to ensure the changes are received well.

On my last transformation project, I was responsible for the delivery of all content, from app and digital screens, to customer comms, support pages, and IVR scripts.

Establishing content rules and keeping these up to date as new scenarios arise helps ensure content is high quality throughout the process. Involving stakeholders from across the business in key content decisions, and using user testing to inform these, ensures buy in and acceptance at all levels.

Content tracking and governance

Large scale transformation projects present a lot of challenges. Not least the fact that the MVP might be very different from the final product. Decisions around brand and tone of voice might not have been signed off in the early stages, so the content itself must also be considered an MVP.

Tracking decisions, and making sure early copy is revisited later on in the project is important with transformation projects. This means content tracking tools, audits, and libraries are crucial throughout the transformation timeline.

In regulated industries, such as telecoms and finance, this becomes even more important as content governance comes under greater scrutiny.

I've used a range of tools to ensure content is managed effectively, from gargantuan spreadsheets to dedicated content audit tools.