Solution Center
Bank of America
Problem
Without a centralized product writers and editors are passing around independent documents. The prioritization queue of work that needs to be done and when, is all done by individuals putting in calendar alerts on their personal calendars. The approval and deployment process is also inefficient, deployment officers have to contact the original writer as well as all the editors to make sure everyone has had eyes on it.
Overview
All content written at Bank of America whether it’s internal, external or legal all goes through the same team. The Solution Center was built as a central resource to store, edit and get approval of content.
Engagement Process
I built out a schedule mapping out the steps we needed to take in order to complete this product. With a plan in place I was able to give an expected timeline to product and stakeholders.
User Emotional mapping
Showing the user’s whole process from starting the content to completion. Pinpointing pain points not just in the process but in other applications they were using or had used in the past.
The Solution Center needed to meet the user needs of the requester, the writer and the governance team. I created a journey map of what and where a piece of content needs to start all the way through to deployment. The natural starting point was a new request, which required its own process.
NEW REQUEST
The information collected in the new request process will be attached to the content item for its entire lifespan. These forms are also collecting data the Intake Coordinator will need to correctly assign a team to the item. Because content can be connected to other pieces of content we needed to have an extra step for the requester to call out other impacted content. Example: A marketing writer on the mobile team now wants to call “mobile edits” “mobile updates” they can select any content related to mobile.
INTAKE COORDINATOR
After the request is submitted it is brought to the intake coordinators queue. Here they take the data entered and find the correct teams to assign the content to as well as give an estimate of hours assigned to the particular content.
Collaborative Authoring
Once teams are assigned the request is moved to writes/editors dashboards.
Inside a content item there are 3 tabs: Details, Historical Versions and Active Versions.
The Details
shows all of the relevant information associated with the content as well as a way to reach out to other team members if needed.
Historical Version
This tab shows all of the versions that have led to the latest active version. If this is completely new content the Historical Version tab is not visible.
It shows all comments made and what the final decision was as well as the conversations had around each comment.
Active Version
Editors make their comments and have conversations with the Content Writer.
Content Owner can validate the information
Users can filter comments based on name or by decisioned comment.
The left Page Structure section not only allows you to view the content in sections but it also shows how many comments are left to be decided. This helps both Content Writer and Editors to know where the content is in the process.
After all revisions are accepted by the content owner, they can hit deploy.
