Indigov content operations
Reducing setup time by 91% to onboard new website clients
Summary
Indigov is a government communications platform that helps elected officials and agencies more meaningfully engage with the public. I collaborated across teams to streamline the client website onboarding process, reducing the average setup from 40+ hours to 1.5 hours.
Challenge
During the 2022 congressional elections, Indigov signed on 20+ offices who wanted to buy our website product. But back then, we could only spin up 1-2 websites per month. We needed to find a way to scale website operations by minimizing:
Time-consuming website customizations
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Multiple rounds of design consultations required in current process
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Individually spun up sites had no replicable components
Team
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In collaboration with a Product Designer, Front-End Engineer, and the Client Delivery team
Goals
Minimize website setup time
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Define a core website template
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Reduce implementation bottlenecks
Encourage clients to take ownership of their new website
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Provide self-serve resources for clients to populate content on their new site
How I helped
User research
Identifying implementation pain points
I spoke with the Client Delivery team, Product Designer, and Engineer to identify:
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Which parts they spent the most amount of time on per website
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Potential intervention points to streamline the process
I also reviewed existing congressional websites to see what core pieces of content they have across the board.
Standardization
Defining core webpages, forms, and settings
I then collaborated with our Product Designer and Engineer to build out a baseline website template that we could easily replicate for each new client. This would help us to speed up our setup time and reduce the multiple rounds of customizations.
Sample of a standardized webform
Self-serve resources
Enabling clients to customize their website at scale
I worked with our Product Designer to build out self-service resources where clients could:
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Build their own website design
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Personalize their website using our content toolkit
Excerpt from toolkit showing best practices for writing web content
Results
Saving time and delivering on-time
With the new processes in place, we successfully launched 7 congressional websites within a month, directly contributing to our company KPI of "100% on-time delivery of projects to unlock new revenue."
The toolkit received positive feedback from the Client Services team as they could easily share it with new website clients as an evergreen resource. It also eliminated the need for 1:1 onboarding sessions with Customer Success Managers, giving back time to our team (38.5 hours to be exact!) to support clients with longer-term priorities.