Author: Denise Eisner

Denise Eisner is a senior-level content/UX strategist with a passion for creating enhanced user experiences. As a senior consultant at Systemscope, Denise’s experience and specializations include content strategy and design, writing/editing, prototyping, usability testing, web analytics, project management and change management.


Web renewal is about you too, not just your content

As a content strategist working on Canada.ca, I work with government departments who want to understand how the new site will support their content. They want to know for example which template to use, the best practices for writing page titles, or how to format lists.

Aside from these practical concerns, there’s an equally fundamental issue to consider as departments prepare for the move to a single federal government website. read more

Three ways to convince web content owners to adopt plain language

“Don’t dumb down my content.”

“Legal said so.”

“My manager will change it back.”

These are some of the responses I’ve heard in client meetings when we try to promote plain language writing for Web content. This type of writing conveys information easily and unambiguously by:

  • using straightforward vocabulary and sentence structures
  • organizing and presenting material clearly and logically with the most important facts at the beginning and the less important details toward the end of the content
  • avoiding jargon and idioms

So to commemorate International Plain Language Day on October 13, I offer three techniques for countering the anti-plain language arguments and making your existing or future content awesome for Web users.

read more

It’s time to think mobile first for government services and information

I’ve heard more than one government client say that he or she didn’t have the time or budget to think about the implications of mobile when developing online content. Getting approved content online in both official languages and in accordance with multiple TBS policies and standards was daunting enough, and it stretched staff and budgets. If considered at all, “mobile” was thought of in terms of mobile applications. read more

User Experience Scenarios: The Next Wave of Change Management

Systemscope’s Kathy Roy championed “The Next Wave of Change Management” to some 200 IT industry attendees of the 2014 Developing Professionalism in Informatics (DPI) conference on May 21, 2014 at the Ottawa Convention Centre.

Roy explained how development of user experience scenarios help show how people will use and experience change in a future state. Scenarios are used to minimize impacts and deliver more successful projects.

Download the presentation: Systemscope_User Experience Scenarios – May 2014

Free User Scenario Tool

Our user scenario tool is used to not only illustrate process detail, but also to capture the impact on individual behaviour and the benefits to be derived by the change (what Roy calls WIIFE, or “What’s In It For Me?”).

For a free Visio  and PDF version of the tool, please send an email to Denise Eisner with your name, title and organization.

It’s Final: Usability Testing is Not POR

Though Mother Nature says otherwise today, the sun is shining across the National Capital Region.

Word came this week that Treasury Board Secretariat released guidance on the definitions of consultation and citizen engagement, public opinion research (POR), stakeholder interviews and usability testing. read more