Content strategy service blueprint

[kevwalsh]

Problem statement

We are not always fulfilling our vision of “Editor-centered management for Veteran-centered content”, because the content strategy of the product(s) is not furthered by the CMS experience as much as it could be.

Background

Taken individually our efforts at building and maintaining a CMS that is editor-centered are succeeding.

But as more editors come online as more VISNs are added, there seems to be an opportunity to create an experience that is more seamless by taking a cross-functional approach to each of the following phases of a CMS user’s journey:

Example journey phases

• Onboarding
• Training
• Acclimation
• Content Creation(lifecycle)
  • New content
  • Editing existing content
• Issues management/hand-off to help desk
• Feedback (via research, surveys, etc.)
• Experience optimization

By synthesizing practices — CS, UXD, UXW, Training + Help Desk — we have an opportunity to _further _enhance the editorial experience of VA.gov CMS users.

Proposal: Cross-functional Service Blueprint Workshop

Conducting a cross-functional service blueprint workshop can help identify opportunities to improve the editorial experience by creating a more cohesive and seamless journey for CMS users.

A service blueprint is a tool (or tools) to capture findings and map touchpoints on the service journey. It can (from Miro):

• helps us understand how editors see or experiences using the CMS as a service process
• visualize relationships between people, processes, and physical and digital touchpoints tied to a specific customer journey

Scope

The scope of this blueprint is TBD, but will focus mainly on products with large editor bases from the field, eg VAMC system and Vet Centers.

Because of the Vet Center priority for Q1, that may become the primary focus.

Related past work

There are existing CMS persona journeys that aid in our understanding the CMS user experience, and that have the potential to be expanded upon as we work together to fulfill our shared vision for editors.

Who's involved

@rachel-kauff @jordanamello @xiongjaneg @kevwalsh @oksana-c AND (@VanessaLuxen and/or @erogray) AND (@cmaeng and/or @daddison48)

[kevwalsh]

Based on various conversations, this is being deprioritized from Sprint 25.

[davidmpickett]

@joagnitti curious to get your thoughts on this card

[EWashb]

This feels very CMS Team to me due to the broad scope. However, I'm not even sure if this could be accomplished as listed.

[xiongjaneg]

@EWashb Given the age of this, I'd be inclined to close. This harkens back to a time when multiple teams were one and we need to start thinking about the current environment. If you think there's something in this for CMS Team, I'd recommend either adapting this to your team or starting a new ticket.

@davidmpickett Likewise, if there's a nugget of work for Facilities in here, a new ticket would be more appropriate. Stub one out if you'd like and we can consider it for the future. Thanks!

[davidmpickett]

@xiongjaneg I'm not sure why this was tagged Facilities. I uncovered it during a review of old tickets, with the Vet Center or VAMC label but it's written from a CMS Team POV and not specific to Facilities products. Agree with closing