UX Mentorship Program

Project Scope

Role: UX Strategist, Mentor, Facilitator
Tools: Workshops, Training, Mentorship, UX Methods
Timeline: 1 year and 6 month program, 2023-2024

Project Overview 

The Technical Help Guide (THG) is a large, continuously evolving online reference for thousands of CRA call centre agents. Myself and my UX team were responsible for redesigning the entirety of the technical help guide, including structure, flow, design and content. After the redesign launch, our UX team moved on to other projects — but content updates continued, and the quality and consistency began to vary.

PROBLEM

Since the THG was launched and my UX Team moved onto other projects, a gap has been identified.

How can we maintain the structure and integrity of a massive online guide, that's constantly changing, updating, and growing?

Authors were adding new procedures, updating existing procedures, and making new content pages and we want to empower them with some of our UX knowledge to help them with that job.

PROPOSAL

We proposed the UX Ambassador Mentorship Program. A mentorship initiative that trains selected THG content authors to embed UX thinking into their daily work.

GOAL

  • To develop an agent-centered step within the content management

     publishing pipeline

  • Equip authors with practical UX skills to improve content quality

  • A systematic approach to engage agents in a manner that rapidly improves content

  • Deepen the sense of empathy and the people-first mentality by engaging agents when adding new content

 

A UX Ambassador will:

  • Represent the voice of the agent in content management, by working with a user centered approach

  • Represent the UX team in ensuring the voice of agent remains a top priority

  • Make use of existing style guide and design elements to input, structure, and design content

  • Learn UX techniques and methodologies to ensure the content is good and meeting agent needs

VALUE

  • Content management strategy for Post-launch maintenance

  • Bridging the gap between HQ and field agents

  • Making sure the agents feel heard after the UX team has moved on to other projects

  • Ensure the product and content meets agents' expectations and requirements

  • Maintain success Metrics from THG Redesign

Program Structure

Duration: 6 months

  • First 3 months: Hands-on UX training & shadowing UX team sessions

  • Next 3 months: Unlimited support & guidance

  • Afterward: Ongoing consultation and inclusion in the UX community (Teams, UX Bytes)

     

CORE LESSON TOPICS

  • Empathy & bias awareness

  • Content writing  

  • Best practices

  • Interpreting and presenting unbiased results

  • Information architecture & ROT (Redundant, Outdated, Trivial) analysis

  • UX research methods: interviews, surveys, focus group training

  • Heuristic Evaluations

  • Gestalts Principles

  • Affinity Mapping

  • Recruitment, Moderating, note taking, facilitating 

    • Writing a moderating script

    • Task based writing 

    • Report writing 

  • Wireframing & page layout design

LESSON EXAMPLE: Empathy & Bias

  • Defined empathy in UX and how it applies to agents, authors, coworkers, and taxpayers

  • Practiced empathy-mapping and bias recognition

  • Ran exercises matching scenarios to empathy types (cognitive, emotional, compassionate, somatic)

  • Discussed how empathy directly improves THG content quality and agent satisfaction

VALUE & IMPACT

  • Sustainable content strategy: Ensures THG remains clear, accurate,

     and agent-focused

  • Faster updates: Ambassadors apply UX skills directly, reducing 

  • back-and-forth with UX team

  • Consistency: Style and structure maintained across new and updated pages

  • Agent engagement: Field feedback is incorporated into updates in real-time

Next Steps

  • Pilot program with selected content authors

  • Measure impact on THG usability, accuracy, and agent satisfaction

  • Expand to include ambassadors from multiple CRA content teams

Thank you for reading