Indeed

Content health

The situation

Newly formed Monetization Content team of three: Lead content designer (me), two junior content designers.
Steady flow of inbound work from Product and Engineering, robust Jira backlog of content creation requests.
But multiple pages, emails, notifications hadn’t been reviewed in months or years. Some content identified as obsolete or inconsistent, but no dedicated Engineering support to fix.
UX Design leaders launched a new “UX Health” initiative. UX designers dedicated time to audit and improve existing experience based on interaction and visual design heuristics.

Scope: Content wasn’t being considered as part of the UX health initiative. Focused on visual/interaction design elements and not content. Only 3 UX designers currently assigned to this project.
Resources: One content designer unexpectedly on family leave. Plus, an active flow of new Jira tickets.
Experience: Junior content designers had little on-the-job experience with content strategy activities like inventories/audits.
Timing: Deadline of presenting initial findings at SVP review at end of month.

Partnered with UX managers, led an audit workshop with UX, Product and Engineering teammates. Goal to document design and content issues they’ve seen.
Team agreed to use ten Nielsen Norman Group heuristics as measures of UX health. I recommended adding an 11th accessibility heuristic so we could clearly address metadata and content not directly visible on the screen.
Team annotated existing the screens in Figma, noting design and content issues.
Then led a smaller teammates in UX design, product, and engineering to audit the campaign pages themselves to identify any additional issues.
Aligned scoring with UX health audits
Added scoring for Accessibility to both content and design audits
Shared out overall Content Health score to SVP and walked through our thinking
Created Jira tickets, and QA’ed to make sure issues fixed!

Over 40 content tickets opened, 20 resolved within the following two weeks .
Incorporated into larger UX Health initiative as a dedicated content design path. Presented to VP, Product monthly, updating on the scores for content health. Content health score jumped from 3/5 to 4/5 within one month span.
Partnered with 4 content designers from other teams to pilot this audit process. Adopted in total by 20 product teams across Employer and Job Seeker. Junior content designer from my team became key trainer for these other team. This was a great opportunity to help a teammate learn a key skill by doing it themselves.
As of Jun 2024, Content Health program still moving forward with 5 new pages audited per month.