It Takes a Village

Have you ever found yourself in a situation where you knew there was a problem but weren’t sure what to do about it? That was us. We knew the experience around our releases wasn’t as good as it could be, but we weren’t sure how to tackle it. As a content team, we had tried over the years to tweak the release notes here and there in reaction to specific feedback from customers. But it wasn’t really solving the bigger problem. Learn how we used Design Thinking to go from a general problem to a specific one and then to design an information experience that addressed that problem and improved customer satisfaction.

What can the audience expect to learn?

Attendees will get an overview of the Design Thinking process including empathy maps and current-future-barriers. You’ll also learn how we partnered with other teams throughout the process and how we sold the proposed changes not only to our customers but also to the rest of the business.

Meet the presenter

Angela Browne has been a technical communicator for 20 years and currently leads a team of writers at SAP SuccessFactors. As a design thinking coach, she works with teams across the organization to better understand their users and design solutions that meet their needs. On her own team, she’s spent the last few years driving strategic initiatives around content transformation, taxonomy, and conversational interfaces.