share pointsummit vancouver2014 habanerocp case study

Canadian Pacific’s new fully

responsive SharePoint websiteSteve Sugars, New Media and Technology Manager, CP

Mallory O’Connor, Practice Lead, Customer and Member Portals, Habanero

Practice Lead, Customer and Member PortalsHabanero Consulting Group

New Media and Technology ManagerCP

mallory o’connor

Hello!

steve sugars

Early indicators of success, next steps for cpr.ca

Outcomes and roadmap

Today’s topics Features and technical highlights

Solution review

From research to prototype

Building the vision for cpr.ca

How we did it…in 3 months!

Process

Context for the initiative

A new website: why now?

Why SharePoint?

Platform selection

Insights and tips but no tricks (just hard work)

Key takeaways

Q & A

vancouver calgary toronto

thrivepeople and

organizations

we are

passionateabout helping

We SharePoint

• Makes organizations safer and healthier• Helps people build amazing careers• Improves customer experiences • Increases company performance

Our digital team

Our digital team

Case Study:

CP’s new fully responsive SharePoint website

A new website: why now?

+ 65% mobile devices

+ 90% increase in tablets

Desktop slightly down

MOBILE TRAFFIC

404 ERRORS

+ 45% increase (2013 v 2012)

Search + stand alone mobile site

Challenging user experience

BOUNCE RATE

Over 50%

Mobile experience + content

New CEO = big changes

Add photo of ogden yard<steve>

New message = new brand

CPR.ca = business tool

Financial success

Building the vision

Research and strategy

Internal research

Research and strategy

Listeninglabs

Internal research

Research and strategy

Peerreview

Listeninglabs

Internal research

Research and strategy

Peerreview

Inspiration

Listeninglabs

Internal research

Vision for the new CPR.ca …

1. Capture qualified business leads.

2. Focus on the customer experience (region, lifecycle, industry).

3. Be easily maintained by the business, not IT.

4. Use plain language to answer common questions and concerns.

5. Provide a seamless and responsive experience across devices.

The new CPR.ca will…

Communicated the vision

<image of angela with the site on an iPad>

Why SharePoint?

Years on SharePoint

Enterprise investment in the platform across multiple channels: the existing website and intranet

• Insourcing strategy• Consolidation of infrastructure and

applications• Support and sustainment

Efficiencies and in-house skillset

• New sales organization• Quality revenue• Qualified leads

Business needs

Months to build!

Significant enterprise push to get the new brand story in front of customers and investors

Highlights fromcpr.ca

Homepage:a new first impression

Customer education:Markets we serve

Choose rail

Investors:Access to data

Community:Proactive outreach

The people behind the name

Technical highlights

• Fluid and responsive grid• Image handling• Effectiveness of panel design• Responsive and social video experience

with Vimeo

Technical highlights

How we did it

“Ruthless prioritization”

Collaborative / iterative approach

• Sprint planning and retrospectives

• Business and technology in the room

• Brutal and ruthless prioritization

• Daily standups

• Light documentation

Key success factor:In-the-moment decision making

Crossing the content chasm

Agile content mini-team

• Started early

• Blended team: content strategist, content lead, content creators and authors

• Daily standups, dev style checkins

• Tools to support process and accountability

Key success factor:Content in parallel to development

Agile content mini-team, Gather content<Mallory>

Outcomes and a peek into the future

• Reduced number of routine requests to the community connect team

• Improved quality of leads to the CP sales team• Improved mobile performance• Reduced 404 errors and bounce rate

Initial outcomes

Roadmap

Roadmap<Mallory>

Takeaways for your SharePoint website

Don’t underestimate content.

New site = new roles.

Unlearn your bad habits.

Fully commit.

Questions?

• Gathercontent.com

• Webinar: Crossing the killer content chasmNov. 5, 2014 10:30-11:00am PST

Resources

Practice Lead, Customer and Member PortalsHabanero Consulting Group

moconnor@habaneroconsulting.com@malloryjoconnor

New Media and Technology ManagerCP

Steve_Sugars@cpr.ca

mallory o’connor

Get in touch!

steve sugarssteve sugars

Thank you for your attention!This presentation will be available on the

Vancouver SharePoint Summit website a few days after the event.

Please rate this session!Fill out the survey form