In the "Case Studies" series of my posts, I describe the projects that I worked on and lessons learned from them. In this post, I am going to describe the project of re-structuring content and information architecture of a content management system based on Twiki in Wind River.

 

Wind River is a software engineering company that used Twiki as their content management system. TWiki is a Perl-based structured wiki application, typically used to run a collaboration platform, content management system, a knowledge base, or a team portal.

 Information architecture is defined by the Information Architecture Institute as the art and science of organizing and labeling web sites, intranets, online communities, and software to support findability and usability.
 
Information architecture is the term used to describe the structure of a system, i.e the way information is grouped, the navigation methods and terminology used within the system. An effective information architecture enables people to step logically through a system confident they are getting closer to the information they require. Information architecture is most commonly associated with websites and intranets, content management systems, but it can be used in the context of any information structures or computer systems.
 
Information architecture involves the categorization of information into a coherent structure, preferably one that the intended audience can understand quickly, if not inherently, and then easily retrieve the information for which they are searching. The organization structure is usually hierarchical.

 

Information architecture is defined by the Information Architecture Institute as the art and science of organizing and labeling web sites, intranets, online communities, and software to support findability and usability.
 
Information architecture is the term used to describe the structure of a system, i.e the way information is grouped, the navigation methods and terminology used within the system. An effective information architecture enables people to step logically through a system confident they are getting closer to the information they require. Information architecture is most commonly associated with websites and intranets, content management systems, but it can be used in the context of any information structures or computer systems.
 
Information architecture involves the categorization of information into a coherent structure, preferably one that the intended audience can understand quickly, if not inherently, and then easily retrieve the information for which they are searching. The organization structure is usually hierarchical.
 
Organizing functionality and content into a structure that people are able to navigate intuitively doesn’t happen by chance. Organizations must recognize the importance of information architecture or else they run the risk of creating great content and functionality that no one can ever find. Most people only notice information architecture when it is poor and stops them from finding the information they require.
 
An effective information architecture comes from understanding business objectives and constraints, the content, and the requirements of the people that will use the site.
 
Information architecture is often described using the following diagram:

 

Business/Context 
 
Understanding an organisations’ business objectives, politics, culture, technology, resources and constraints is essential before considering development of the information architecture. Techniques for understanding context include:

*reading existing documentation;
*mission statements, organisation charts, previous research and vision documents are a quick way of building up an understanding of the context in which the system must work;
*stakeholder interviews;
*speaking to stakeholders provides valuable insight into business context and can unearth previously unknown objectives and issues. 

Content 
 
The most effective method for understanding the quantity and quality of content (i.e. functionality and information) proposed for a system is to conduct a content inventory. Content inventories identify all of the proposed content for a system, where the content currently resides, who owns it and any existing relationships between content. Content inventories are also commonly used to aid the process of migrating content between the old and new systems.
 
Users 
 
An effective information architecture must reflect the way people think about the subject matter. Techniques for getting users involved in the creation of an information architecture include card sorting and card-based classification evaluation.
 
Card sorting involves representative users sorting a series of cards, each labelled with a piece of content or functionality, into groups that make sense to them. Card sorting generates ideas for how information could be grouped and labelled. For further information about card sorting, see the article “Card sorting a definitive guide”
 
Card-based classification evaluation is a technique for testing an information architecture before it has been implemented. The technique involves writing each level of an information architecture on a large card, and developing a set of information-seeking tasks for people to perform using the architecture.
 
More about information architecture next time...

The distinction between information architecture and usability may seem like semantics, but there are significant differences between the two disciplines.

 

Though they are often discussed interchangeably, and practitioners are often well-versed in both, information architecture and usability differ in their scope and areas of focus.

 

The difference between information architecture and usability is important to understand because information architecture is more than just understanding what users want and need. A usability-only approach to information architecture is only one piece of the puzzle.

 

Information architecture problems often account for a large percentage of usability problems, but there are many other things unrelated to information architecture that have an impact on usability.

In my previous posts on information architecture components, I mentioned that information architecture components can be divided into four categories: organization systems, labeling systems, navigation systems, and search systems. I described organization systems and labeling systems in my previous posts. In today's post, I am going to describe navigation systems.

 

Getting lost is associated with confusion and frustration. While getting lost on a web site is not a life or death situation, it is confusing and frustrating for users when they can't find what they are looking for. Navigation systems support browsing. When users are not sure what they are looking for, they are not going to use search, they are going to browse.

 

Navigation systems can be divided into two main sub-systems: embedded navigation systems and supplemental navigation systems.

In my previous posts on information architecture components, I mentioned that information architecture components can be divided into four categories: organization systems, labeling systems, navigation systems, and search systems. I described organization systems, labeling systems, and navigation systems in my previous posts. In today's post, I am going to describe search systems.

 

Before creating a search system for your site, consider the following questions:

 

Does your site have enough content? - Consider the volume of content, balancing the time required to set up and maintain a search system with payoff it will bring to your site users. If your site includes many pages with information, then search probably makes sense.

In my last post about information architecture, I mentioned that information architecture includes four components - organization systems, labeling systems, navigation systems, and searching systems and I described organization systems. 

Labeling is a form of representation. Labels represent a relationship between users and content. So, the goal of a label is to communicate information efficiently that is without taking too much of a web page space or of a user's time. Labels show the user your organization and navigation systems. Unprofessional labels of a web site can destroy a user's confidence in that organization.

Information architecture components can be divided into four categories:

 

Organization systems – how do we categorize information, for example by subject or date.

 

Labeling systems – how do we represent information, for example scientific or folk terminology.

 

Navigation Systems – how do we browse or move through information, for example clicking through a hierarchy.

 

Searching systems – how do we search information, for example executing a search query against an index.

Without a clear understanding of how information architecture (IA) should be set up, we can end up creating web sites that are more confusing than they need to be or make web site content virtually inaccessible. Here are some popular IA design patterns, best practices, design techniques, and case examples.

 

 

There are a number of different IA design patterns for effective organization of web site content. Understanding these IA models will help you pick the most appropriate starting point for a site’s information structure. Let us talk about five of the most common web site IA patterns.

The first pattern is the single page model. Single page sites are best suited for projects that have a very narrow focus and a limited amount of information. These could be for a single product site, such as a website for an iPhone app, or a simple personal contact info site.

There are few methods that are used in information architecture. Some of common methods are: site maps, annotated page layouts, content matrices, page templates, personas, prototypes, storyboards, wireframes.

 

 

Site maps are perhaps the most widely known and understood deliverable from the process of defining an information architecture. A site map is a high level diagram showing the hierarchy of a system. Site maps reflect the information structure, but are not necessarily indicative of the navigation structure.

 

 

Page layouts define page level navigation, content types and functional elements. Annotations are used to provide guidance for the visual designers and developers who will use the page layouts to build the site. Page layouts are alternatively known as wireframes, blue prints or screen details.

There are two main approaches to defining an information architecture. They are:

 

 

This involves developing a broad understanding of the business strategies and user needs, before defining the high level structure of site, and finally the detailed relationships between content.

 

 

This involves understanding the detailed relationships between content, creating walkthroughs (or storyboards) to show how the system could support specific user requirements and then considering the higher level structure that will be required to support these requirements.

Previously, I described information architecture design patterns for web sites and best practices for this design. Today, I am going to describe methods and techniques for information architecture design.

 

There are a few different approaches commonly used for information architecture design.

 

 

Card sorting is a low cost, simple way to figure out how best to group and organize your content based on user input. Card sorting works by writing each content set or page on an index card, and then letting users sort them into groups based on how they think the content should be categorized.

Forrester Research says that business leaders must dramatically revitalize the self-service experience offered on customer facing websites just to keep pace with evolving consumer expectations. There are key realities of modern online service that expose the gap between customer expectations and website performance, and how you can take steps to close that gap starting now.

 

 

Customer satisfaction with today's most common web self-service features is abysmal and getting worse. In 2011, only 51% of consumers who used online help sections or FAQs for self-service were satisfied, down from 56% in 2009. As more companies rectify this by deploying next generation self-service solutions and virtual agents, fewer customers will tolerate antiquated self-service help tools online.

 

 

Exceptionally positive online experiences are now setting the bar for what customers expect when they visit virtually any website in search of answers and information. According to Forrester, 70% of online consumers expect businesses to try harder to provide superior online customer service.