Lucie Hyde

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    All Lucie Hyde ever wanted to do was write, but she grew up at a time when the internet didn’t exist, so her dream was to work for the BBC. She did realise part of that dream, starting out on a daily newspaper, then moving to the Press Association when they first went online. It was then that she realised that she loved being online, but hated news.

    So she moved to Amazon, where she stayed for almost seven years, doing everything from writing to developing, and from merchandising to running their UK toys business.

    For the last seven years Lucie has been at eBay, where she’s headed up the European content team for almost four years. They’ve grown from a handful of content managers to a team that is now almost 30-strong and includes translators, content strategists, and web developers.

     

     

    About Lucie’s session

     

    Making eBay’s Help Content Helpful Again

    Help needs to be helpful. It’s as easy as that.

    Or is it? With more than 20,000 unique pages across 20+ websites, in more than a dozen languages, and a global audience in the hundreds of millions, catering for everybody’s needs isn’t as easy as it sounds.

    Lucie Hyde, Head of Content for eBay in Europe, will take you through how her team has begun to redesign eBay’s global Help experience. Enlisting the help of functions across the business, the team has employed a user-centred “mobile first” design process to produce a help centre that has been trimmed, targeted and tailored for today’s eBay users.

    A content audit template, success measurement framework and content quality checklist will be available for delegates to take away and use.

    What you will learn:

    - Priorities to consider when you’re working in a multi-lingual environment
    - How to apply success metrics to a content project
    - How to carry out a content audit