Mass.gov: A Guide to Data-Informed Content Optimization Nathan - - PowerPoint PPT Presentation

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Mass.gov: A Guide to Data-Informed Content Optimization Nathan - - PowerPoint PPT Presentation

Oct 22, 2022 19 likes •384 views

Mass.gov: A Guide to Data-Informed Content Optimization Nathan James and Julia Gutierrez @mediacurrent @MassGovDigital Todays Team Nathan James Julia Gutierrez Associate Director, Engagement Development Manager @tnathanjames

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Mass.gov: A Guide to Data-Informed Content Optimization

Nathan James and Julia Gutierrez

@mediacurrent @MassGovDigital

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Today’s Team

Nathan James

Associate Director, Development

Julia Gutierrez

Engagement Manager

@tnathanjames @jajahulia

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About Mediacurrent

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Who We Are

Mediacurrent is a full-service digital agency that implements world class open source software development, strategy, and design to achieve defined goals for enterprise organizations seeking a better return on investment.

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About Massachusetts Digital Service

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Who We Are

Massachusetts Digital Service is at the forefront of the Massachusetts government's digital transformation. We take an agile, constituent-centric approach to developing great public services, and the products and services that we work on touch the lives of millions of people in Massachusetts.

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“Wow, that was just awesome”

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Leverage the best technology and information to make people’s digital interactions with government: fast, easy, and wicked awesome.

Massachusetts Digital Service Mission

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Government services

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Data matters

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You can’t manage, much less improve, what you can’t measure.

Website usage User verbatim feedback Application flow Cross-domain Call center In-person wait time

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Today’s Goals

I. Demonstrate challenges and complexities of empowering authors with data II. Show some ways Mass.gov provides data to improve content III. Glimpse into the future at some possibilities

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Not Your Run-of-the-mill Content Challenge

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The scale of Mass.gov

9-11m

Unique pageviews a month

650

Content authors and editors

330

Have logged in during the last month

61,989

Pieces of published content

27

Content types

3,616

Services

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After updating content, an author snoozes content to revisit the score in 4 weeks.

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Content performance experiments

Traffic Findability

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Data doesn’t flow: you have to make it move!

Custom Content API

ETL ETL ETL ETL

Transformed Data Apache Superset Score and Pageview Endpoint Feedback Manager API

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Data doesn’t flow: you have to make it move!

Custom Content API

ETL ETL ETL ETL

Transformed Aggregated Data Apache Superset Score and Pageview Endpoint Feedback Manager API

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Data doesn’t flow: you have to make it move!

Custom Content API

ETL ETL ETL ETL

Transformed Aggregated Data Score and Pageview Endpoint Feedback Manager API Apache Superset

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Data doesn’t flow: you have to make it move!

Custom Content API

ETL ETL ETL ETL

Transformed Aggregated Data Score and Pageview Endpoint Feedback Manager API Apache Superset

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Service How-to Guide List Details Location

Service Family

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Exploring Session Quality

Friction & Frustration

!!!

Lostness & Confusion

???

Credit (or dings!) Where It’s Due

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Ejects per 1,000 Pageviews

  • Return to Home
  • Initiate Site Search
  • Top Navigation

Interaction

Sample Indicators

Architecture Movement

  • Up
  • Down
  • Parallel

Action Rate

  • Percentage of

sessions that touched service and “did the thing”

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What we’ve learned and where we are going

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Accuracy vs. scalability

Scalability Accuracy

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What’s wrong: our best indicators today

Scalability

Broken links

Accuracy

Grade level No’s / 1,000 What’s wrong

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What’s right: key performance indicators

Scalability Accuracy

What’s right

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What’s right: key performance indicators

Scalability Accuracy

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Measuring end-to-end service delivery

Mass.gov agency-configurable KPIs

V1 V2 V3

Cross-domain agency-configurable KPIs Omni-channel agency-configurable KPIs

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Thanks!

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Yes, We’re Hiring...

Booth #321 Booth #315

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Friday, April 12, 2019

#DrupalContributions

Contribution Opportunities

9:00-18:00 Room: 602

Mentored Contribution First Time Contributor Workshop

9:00-12:00 Room: 606

General Contributions

9:00-18:00 Room: 6A

Join Us!

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Thank you!

@mediacurrent

What did you think?

Locate this session at the DrupalCon Seattle website: http://seattle2019.drupal.org/schedule Take the Survey! https://www.surveymonkey.com/r/DrupalConSeattle

@MassGovDigital