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filler@godaddy.com
Case Study: Intent Mapping Project
Project Objectives
For this project, I was the Sr. Content Strategist and worked with the product team to map intents to content to support the no dead ends strategy for day one of the Customer Space launch. This work includes identifying the best content approach for the intent, determining the right content to display on day 1, and making recommendations for future iterations.
This project is done in close collaboration with product and technical teams who are working to determine how we show the right content at the right time
Research: Understand the information, the user and their needs
We really needed to understand what information was most important to the agents based on the customer intent. To do this we spend a lot of time researching what the best action is for each intent - and what was the information the customer needed.
Analyze: Identify the different content formats
I put all of the intents into a relational database to sort, sift, and analyze. This allowed me to easily keep track of all 1200 intents.
Define: Identify the different content formats
Next I set out to define what the possible content approaches are a) for MVE b) for Phase II and c) future considerations
Categorize: Defining the taxonomy
One important task that had to be completed was