A single source of text: Supporting text management in cross-functional organisations

Abstract

While previous research address problems related to cross-functional collaboration and content management, more research is needed regarding managing text strings within and across teams. As organisations become more aware of the importance of UX writing, the need for processes and tools that support it increases. This project was in collaboration with Ericsson in Gothenburg and investigates an internally facing problem regarding text management for their Network Management Portal. Following the design thinking process, several studies, including designers and developers, were conducted to uncover and address challenges with current practices. Initial studies explore the challenges within current text management processes to understand what factors impact productivity and text quality. The identified challenges were highly related to the cross-functional environment in which participants work. Issues such as a lack of shared understanding, manual work, different responsibilities and perspectives, and the need for one source of truth are discussed. The challenges uncovered during the empathy phase guided subsequent phases focusing on designing solutions to address the experienced challenges. This thesis presents requirements for a text management tool aiming to streamline text management processes and synchronise teams to improve cross-functional collaboration. Furthermore, the main result includes a set of 13 design recommendations connected to the requirements intended to be an actionable plan in mitigating the challenges, encompassing features, design proposals, design principles, and implementation considerations. The recommendations were informed by interviews, competitor analysis, a design workshop, and evaluations carried out throughout the project. The findings emphasise practical implications and highlight additional needs beyond content management, such as considering multiple perspectives and situating text strings in a larger context to provide meaning.