Content Design for Dell APEX Navigator for Multicloud Storage
Project Overview
Dell APEX Navigator is a sophisticated cloud management platform designed to streamline hybrid cloud environments and offer a seamless, unified experience for IT administrators. My role as a Content Designer was pivotal in elevating the platform's content strategy, ensuring clarity, accessibility, and consistency across the user experience.
My Role and Responsibilities
As the lead Content Designer on the Dell APEX Navigator project, my key responsibilities included:
Standardization of Terminology
Objective: Establish a consistent and precise language framework to reduce user confusion and enhance usability.
Action: Conducted an audit of existing content, identifying inconsistencies and areas where terminology could be standardized, and developed a comprehensive style guide that defined preferred terms, phrases, and tone of voice.
Impact: Streamlined communication across the platform, resulting in a 15% reduction in support tickets related to user misunderstanding.
Introducing Contextual Help
Objective: Empower users with just-in-time information to improve task completion rates and reduce reliance on external help resources.
Action: Collaborated with UX designers and product managers to identify critical touchpoints where users often encountered difficulties. Designed and implemented contextual help pop-ups, tooltips, and microcopy to guide users through complex tasks.
Impact: Increased task completion rates by 20% and improved user satisfaction scores by 18%, as evidenced by user feedback and usability testing.
Setting Accessibility Standards
Objective: Ensure that the Dell APEX Navigator meets and exceeds accessibility standards, making it usable for all users, including those with disabilities.
Action: Aligned content with WCAG (Web Content Accessibility Guidelines) 2.1 and Dell's Center of Accessibility guidelines. Focused on creating accessible language, ensuring compatibility with screen readers, and improving color contrast for readability.
Impact: The platform achieved compliance with WCAG 2.1 AA standards, with particular improvements in screen reader compatibility and visual accessibility, leading to an 85% satisfaction rate among users with disabilities.
Elevating Content Delivery Standards
Objective: Bring the product’s content to the highest standard, ensuring that every piece of content contributes to a seamless user experience.
Action: Led workshops with cross-functional teams to align on content goals, voice, and tone. Implemented rigorous content review processes, incorporating feedback loops with users, stakeholders, and other designers.
Impact: The product’s overall Net Promoter Score (NPS) improved by 12 points, directly correlating with enhanced content delivery and usability.
Challenges and Solutions
Challenge: Balancing the need for comprehensive help content to maintain a clean and uncluttered user interface.
Solution: I introduced a tiered content strategy, where essential help was integrated directly into the interface. At the same time, more detailed guidance was accessible through expandable sections or linked to an external knowledge base.
Challenge: Ensuring content was accessible across multiple languages and cultural contexts.
Solution: Collaborated with localization teams to adapt content for different regions, ensuring the tone and terminology remained consistent and culturally appropriate.
Results
Improved Usability: The strategic standardization of terminology and contextual help features led to a significant reduction in user errors and support inquiries.
Increased Accessibility: By adhering to rigorous accessibility standards, the platform became more inclusive, catering to a broader range of users.
Enhanced User Satisfaction: The improvements in content delivery directly contributed to higher user satisfaction and engagement, as reflected in user surveys and feedback.
Conclusion
My work on Dell APEX Navigator demonstrates my ability to drive content strategy initiatives that enhance user experience, accessibility, and overall product quality. I bring a passion for creating content that is clear, consistent, inclusive, and accessible to all users. These skills and my experience in a collaborative environment make me well-equipped to contribute to innovative content design projects.