7. OPGSophy
● organic search (usually good)
● internal search (sometimes not good)
● direct (risky)
● referral (expectations may not be met)
8. OPGSophy
User research tells content designers:
● what people do before they start
● what else they are doing at the time
● why they read - has something gone
wrong?
16. OPGSophy
Contact centre calls can tell us a lot:
● what went wrong
● why it went wrong
But content centre staff are under
pressure to finish calls quickly
17. OPGSophy
A small group of super users can:
● spend more time on the phone with
people
● talk about user journeys to the
business
18. ● Letters
● Forms
● Emails
● Text messages
Part of the journey too, so let’s make sure
they’re clear
GDSSean
19. Test these things too
Put them in front of people if you
have lab time
GDSSean