Messaging Governance
Messaging Governance
Role: Experience Strategy, UX Design Lead, Qualitative and Quantitative Research Synthesis
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Overview
In an effort to reduce multiple iterations during email development, I conducted a survey with partners who interact with the Messaging Review Board (MRB)* to identify gaps and improvements. I was able to identify recommendations on how we can explore using the MRB as a tollgate, future improvements for the MRB and findings to incorporate into the Messaging Design System.
* The MRB is a governance body comprised of designers and copywriters with extensive messaging experience that reviews all customer-facing messaging against enterprise design system standards, Brand standards, AP Stylebook and ADA accessibility guidelines.
Challenge
In a root cause analysis between design and product, the teams used data in learning logs to uncover possibilities for averting alterations and reworking emails in the development phase. These modifications frequently led to numerous iterations and extended deployment timelines.
Opportunity
Make the MRB more robust and create a stronger tollgate verified by our template rules and enterprise design system
Synthesize research with recommendations for both immediate and future opportunities
Socialize results to messaging and partner teams
Customer Experience Objectives
Customer Experience Objectives
Get a baseline for MRB satisfaction with our partners
Foster better relationships with our partners
Create an opportunity to foster early engagement
Business Objectives
Business Objectives
Better understanding of gaps/improvements with the MRB
Recommendations on how to use the MRB as a tollgate
Recommendations on future improvements for the MRB
Incorporate findings into the Messaging Design System
Qualitative Survey
I led a team of 3 designers and 3 copywriters who were responsible for the research plan, synthesis, recommendations and outcomes. I conducted an exercise with the team to determine what we already knew, what we thought we knew and what we didn't know. This gave us the information we needed to develop and send an anonymous empathy survey to gain an understanding of sentiment, ease of use, usefulness and opportunities for improvement. The survey was sent to ~130 survey respondents including designers, copywriters, intent owners and product owners.
Outcome
After synthesis of the survey results, we were able to identify the most common gaps and opportunities and present immediate recommendations to the MRB and Messaging Design System committee for improvement. We also identified trends and themes for certain roles and partner teams. I synthesized all data from the survey to present to senior leadership for prioritization discussions.
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