the core model: getting to business while making friends
TRANSCRIPT
The Core Model:Getting to business while making friends
Audun Rundberg @audunruIda Aalen @idaaaConfab Europe 2014
#confabEU Ida Aalen@idaAaUX Designer
Audun Rundberg@audunruContent Strategist
#confabEU Ida Aalen@idaAaUX Designer
Audun Rundberg@audunruContent Strategist
How come our annual
report isn’t on the home
page?
Why isn’ t my
department in the main
menu?
We need a button on the
home page that takes you to our
Facebook profile.
I need a banner for our latest product
launch.
Somebody called me last
week and couldn’t find vacant positions!
Our competitors
have videos on their website.
We should too.
You should
make more room for
news.
I don’t like purple!!
My son could have
made a better website.
Make cores, not wars
Multinational telecommunications company
Non-governmental organization Scandinavianconstruction company
Non-governmental organization
Businessgoals
Usertasks
Businessgoals
Usertasks
Businessgoals
Usertasks
Businessgoals
Usertasks
Businessgoals
Usertasks
Businessgoals
Usertasks
Cores
Businessgoals
Usertasks
Cores
Forward paths
The Core Model• The Core is where your users solve
their tasks and you reach yourobjectives
• Paths, not hierarchy• No dead ends
@AreGH
Do your user research
...and establishobjectives!
Core workshopPeople work in pairs,and present their workafter each step
1. Identify core pages2. Inward paths3. Core content4. Forward paths5. Prioritizing core elements
6–14 participantsNo web, design or content skills necessary!
• facilitator (you!)• your team: design, UX, content, etc• people with expert knowledge• content owners• people who should be collaborating, but
aren’t• people with strong opinions about the
website
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
Lawyer
PreventionWeb editor
Design
SocionomResearch
Cancer nurse
Fundraiser
Cancer care
Step #1
Identify your core pagesThis is done by matching business goals and user needs.
Top task survey«If you’re visiting The Cancer Society’s website, which five tasks are the most important to you?»
Treatment of cancer
Symptoms of cancer
Preventing cancer
Cancer types
Latest research
Choosing a hospital
Patient rights
Next of kin advice
Waiting times
Dietary prevention
0 % 1 % 2 % 3 % 4 % 5 % 6 %
Top 25%
6 out of 79 tasks got 25% of the
votes
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
Step #2
Inward pathsHow will the user get here? How will they find this content?
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
How will the user find their way to
this core page?
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
How will the user find their way to
this core page?
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
How will the user find their way to
this core page?
Step #3
Core contentWhat content elements do we need to make sure the user solves their task (while respecting our objectives)
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
What’s the optimal solution, for the user and
for us?
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
What’s the optimal solution, for the user and
for us?
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
Step #4
Forward pathsAfter the user has solved their task, where do we want to send them next?
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
Where should we send the user, after they’ve solved their primary
task?
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
Where should we send the user, after they’ve solved their primary
task?
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
Where should we send the user, after they’ve solved their primary
task?
Inward paths Forward pathsCore content
Core page:
Business goals (achieve at least one) User tasks
Step #5
Prioritizing core elementsHow would you place these elements if you only had a mobile screen available?
Inward paths Core contents & forward paths
Core page:
Business goals (achieve at least one) User tasks
The core is the same on all devices
Where does the core model fit in your process?Let’s look at 4 examples
Warning!
Example #1
Increasing sales of mobile broad band
0
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20000
30000
40000
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 343 349 355 361 367 373 379 385 391 397 403 409 415 421 427 433 439 445 451 457 463 469 475 481 487 493 499 505 511 517 523 529 535 541 547 553 559 565 571 577 583 589 595 601 607 613 619 625 631 637 643 649 655 661 667 673 679 685 691 697 703 709 715 721 727 733 739 745 751 757 763 769 775 781 787 793 799 805 811 817 823 829 835 841 847 853 859 865 871 877 883 889 895 901 907 913 919 925 931 937 943 949 955 961 967 973 979 985 991 997 1003 1009 1015 1021 1027 1033 1039 1045 1051 1057 1063 1069 1075 1081 1087 1093 1099 1105 1111 1117 1123 1129 1135 1141 1147 1153 1159 1165 1171 1177 1183 1189 1195 1201 1207 1213 1219 1225 1231 1237 1243 1249 1255 1261 1267 1273 1279 1285 1291 1297 1303 1309 1315 1321 1327 1333 1339 1345 1351 1357 1363 1369 1375 1381 1387 1393 1399 1405 1411 1417 1423 1429 1435 1441 1447 1453 1459 1465 1471 1477 1483 1489 1495 1501 1507 1513 1519 1525 1531 1537 1543 1549 1555 1561 1567 1573 1579 1585 1591 1597 1603 1609 1615 1621 1627 1633 1639 1645 1651 1657 1663 1669 1675 1681 1687 1693 1699 1705 1711 1717 1723 1729 1735 1741 1747 1753 1759 1765 1771 1777 1783 1789 1795 1801 1807 1813 1819 1825 1831 1837 1843 1849 1855 1861 1867 1873 1879 1885 1891 1897 1903 1909 1915 1921 1927 1933 1939 1945 1951 1957 1963 1969 1975 1981 1987 1993 1999 2005 2011 2017 2023 2029 2035 2041 2047 2053 2059 2065 2071 2077 2083 2089 2095 2101 2107 2113 2119 2125 2131 2137 2143 2149 2155 2161 2167 2173 2179 2185 2191 2197 2203 2209 2215 2221 2227 2233 2239 2245 2251 2257 2263 2269 2275 2281 2287 2293 2299
Pag
evie
ws
Pages (ranked)
0
10000
20000
30000
40000
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 343 349 355 361 367 373 379 385 391 397 403 409 415 421 427 433 439 445 451 457 463 469 475 481 487 493 499 505 511 517 523 529 535 541 547 553 559 565 571 577 583 589 595 601 607 613 619 625 631 637 643 649 655 661 667 673 679 685 691 697 703 709 715 721 727 733 739 745 751 757 763 769 775 781 787 793 799 805 811 817 823 829 835 841 847 853 859 865 871 877 883 889 895 901 907 913 919 925 931 937 943 949 955 961 967 973 979 985 991 997 1003 1009 1015 1021 1027 1033 1039 1045 1051 1057 1063 1069 1075 1081 1087 1093 1099 1105 1111 1117 1123 1129 1135 1141 1147 1153 1159 1165 1171 1177 1183 1189 1195 1201 1207 1213 1219 1225 1231 1237 1243 1249 1255 1261 1267 1273 1279 1285 1291 1297 1303 1309 1315 1321 1327 1333 1339 1345 1351 1357 1363 1369 1375 1381 1387 1393 1399 1405 1411 1417 1423 1429 1435 1441 1447 1453 1459 1465 1471 1477 1483 1489 1495 1501 1507 1513 1519 1525 1531 1537 1543 1549 1555 1561 1567 1573 1579 1585 1591 1597 1603 1609 1615 1621 1627 1633 1639 1645 1651 1657 1663 1669 1675 1681 1687 1693 1699 1705 1711 1717 1723 1729 1735 1741 1747 1753 1759 1765 1771 1777 1783 1789 1795 1801 1807 1813 1819 1825 1831 1837 1843 1849 1855 1861 1867 1873 1879 1885 1891 1897 1903 1909 1915 1921 1927 1933 1939 1945 1951 1957 1963 1969 1975 1981 1987 1993 1999 2005 2011 2017 2023 2029 2035 2041 2047 2053 2059 2065 2071 2077 2083 2089 2095 2101 2107 2113 2119 2125 2131 2137 2143 2149 2155 2161 2167 2173 2179 2185 2191 2197 2203 2209 2215 2221 2227 2233 2239 2245 2251 2257 2263 2269 2275 2281 2287 2293 2299
Pag
evie
ws
Everyone agrees these
pages are important
Pages (ranked)
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 343 349 355 361 367 373 379 385 391 397 403 409 415 421 427 433 439 445 451 457 463 469 475 481 487 493 499 505 511 517 523 529 535 541 547 553 559 565 571 577 583 589 595 601 607 613 619 625 631 637 643 649 655 661 667 673 679 685 691 697 703 709 715 721 727 733 739 745 751 757 763 769 775 781 787 793 799 805 811 817 823 829 835 841 847 853 859 865 871 877 883 889 895 901 907 913 919 925 931 937 943 949 955 961 967 973 979 985 991 997 1003 1009 1015 1021 1027 1033 1039 1045 1051 1057 1063 1069 1075 1081 1087 1093 1099 1105 1111 1117 1123 1129 1135 1141 1147 1153 1159 1165 1171 1177 1183 1189 1195 1201 1207 1213 1219 1225 1231 1237 1243 1249 1255 1261 1267 1273 1279 1285 1291 1297 1303 1309 1315 1321 1327 1333 1339 1345 1351 1357 1363 1369 1375 1381 1387 1393 1399 1405 1411 1417 1423 1429 1435 1441 1447 1453 1459 1465 1471 1477 1483 1489 1495 1501 1507 1513 1519 1525 1531 1537 1543 1549 1555 1561 1567 1573 1579 1585 1591 1597 1603 1609 1615 1621 1627 1633 1639 1645 1651 1657 1663 1669 1675 1681 1687 1693 1699 1705 1711 1717 1723 1729 1735 1741 1747 1753 1759 1765 1771 1777 1783 1789 1795 1801 1807 1813 1819 1825 1831 1837 1843 1849 1855 1861 1867 1873 1879 1885 1891 1897 1903 1909 1915 1921 1927 1933 1939 1945 1951 1957 1963 1969 1975 1981 1987 1993 1999 2005 2011 2017 2023 2029 2035 2041 2047 2053 2059 2065 2071 2077 2083 2089 2095 2101 2107 2113 2119 2125 2131 2137 2143 2149 2155 2161 2167 2173 2179 2185 2191 2197 2203 2209 2215 2221 2227 2233 2239 2245 2251 2257 2263 2269 2275 2281 2287 2293 2299
«But my pages are important
too!»
Pages (ranked)
Home page
Home page
Home page
Home page
Home page
Home page
Home page
Our products• Subscriptions• Pricing• Coverage• Buy
What are the different subscriptions?
What’s the price?
Coverage
My connection
isn’t working!
Reorganizing the content
using the core model
Why doesn’t it
work?
Coverage
What’s the
price?What are the
different subscriptions?
Number of pages
-80%
+80%
Sales of mobile broad band
Number of pages
-80%
+80%
Sales of mobile broad band
Customer support emails
Number of pages
-35%-80%
Example #2
Increasing donations
Treatment of cancer
Symptoms of cancer
Preventing cancer
Cancer types
Latest research
Choosing a hospital
Patient rights
Next of kin advice
Waiting times
Dietary prevention
0 % 1 % 2 % 3 % 4 % 5 % 6 %
Top 25%
6 out of 79 tasks got 25% of the
votes
Treatment of cancer
Symptoms of cancer
Preventing cancer
Cancer types
Latest research
Choosing a hospital
Donate
Volunteer
Memory gift
Legacy gift
0 % 1 % 2 % 3 % 4 % 5 % 6 %
Top 25%
Fundraising-tasks were on the bottom of
the list!
6 out of 79 tasks got 25% of the
votes
Research project
User task
Increase donations
Objective
Make a donation
Research project
User task Forward path
Increase donations
Objective
Portabledonation forms!
Portable donation
form
Treatment of cancer
Symptoms of cancer
Preventing cancer
Cancer types
Latest research
Choosing a hospital
Donate
Volunteer
Memory gift
Legacy gift
0 % 1 % 2 % 3 % 4 % 5 % 6 %
Top 25%
But some
people are actually
coming to donate
Make a donation
User task
Increase donations
Objective
Recurring donation
Make a donation
User task Forward path
Increase donations
Objective
One time donations+198%
Regular donors
+288%
One time donations+198%
Regular donors
+288%
One time donations+198%
Regular donors sum+382%
Regular donorsx4
One time donations
x3
Regular donors sum
x5
2011 2012 2013 2014 (so far)
Annual income, regular donors (web)
2011 2012 2013 2014 (so far)
Annual income, regular donors (web)
2011 2012 2013 2014 (so far)
Annual income, regular donors (web)
Launch
2011 2012 2013 2014 (so far)
Annual income, regular donors (web)
Launch
2011 2012 2013 2014 (so far)
Annual income, regular donors (web)
Launch
Example #3
Gaining leads for construction projects
Add to cart
1
Bridge (18.000 tonnes)
Portable“buy a bridge”
forms!
Core model to the rescue
Key people in projects
User task
Increase project leads
Objective
Contact project
manager
Key people in projects
User task Forward path
Increase project leads
Objective
FerdigstiltVår 2014 – Høst 2015
Omfang59 leiligheter, 1 næringslokale205 mill. kr eks. mva,10.100 m2 areal
ByggherreSørenga Utvikling AS
Arkitekt Felix Arkitekter
MENY
Sørengautstikkeren
Alle prosjekt Oslo
Alle boligprosjekt Oslo20
103
Sometimes a realistic
prototype still isn’t enough
Oslo
Oslo
Hammerfest
1332
km
Oslo
Hammerfest
Paris
1332
km
1342
km
Pair writing
Web Writing 101
• Most important thing first• Short• Understandable• Scannable
Web Writing 101
• Most important thing first• Short• Understandable• Scannable
Bullet points
Web manager
East
Web manager
EastNorth
South
West
Before writing, each pair has to answer these questions and present before the whole group.
• Which objectives will this page help us achieve?
• What are the user tasks?• What words do we need to
use for the users to understand us?
• What are the forward paths?
Each pair writes their text in Google Docs
Example #4
Increasing membership
How do you increase membership when the idea of membership can be frightening?
Rehabilitation
IT
Fundraising
Webmaster
Member services
Living with loss of vision
User task
Increase member-
ship
Objective
Call us for advice
Living with loss of vision
User task Forward path
Increase member-
ship
Objective
Products for the visually
impaired
User task
Increase member-
ship
Objective
Become a member
Products for the visually
impaired
User task Forward path
Increase member-
ship
Objective
Fundraising
Information Web editor
Rehabilitation
FundraisingPolitics
IT
The core model is built in to the CMS
Did you notice we never showed you the home pages?
Takeaways• Objectives and user tasks first• Start with the core• Get rid of blind alleys• Be creative about your forward
paths• Home page last, not first
Slides and resources:bit.ly/confab-core
Ida Aalen / @[email protected]
Audun Rundberg / @[email protected]
Thank you! Slides and resources:
bit.ly/confab-core