About this sample

Maintaining product sites was developer-dependent process. Building on previous work, I created this solution to move from a developer-dependent process to a streamlined content management system. The inflexibility stifled our time-to-market and drove up costs. In this example, I defined business requirements, wrote user stories, and made a prototype of how a CMS-based solution could work.


Agile Team, Vendors, Developers
User Stories, Solution
Sage Software, Yahoo

Sage Help: CMS User Stories & Development

Details in this work sample have been altered to preserve privacy, including the use of fictitious names and product information.

Video Demo


Note: this is essentially Part 2 of a previous work sample.

The Global Help Site faces significant challenges in efficiently managing multiple products, countries, and languages due to a manual and developer-dependent process. Modification to product sites (and we had many) requires web developers to make the change, leading to increased costs and time-to-market. The absence of a streamlined Content Management System (CMS) results in inefficiencies, limited flexibility, and a lack of autonomy for the site admin.

The Action I Took

Wrote user stories

Here are some of the user stories I wrote, specifically for the Global Admin.

  1. As a global site admin, I want the ability to add or remove products for a specific country at will, without requiring intervention from web developers, to streamline content management processes and reduce time-to-market.
  2. As a global site admin, I need a centralized file or record containing comprehensive information for each product, including its publication status, applicable languages and locales, localized link containers for product-specific help, and assigned taxonomy values--facilitating efficient management and customization of product content across different regions.
  3. As a global site admin, I require the capability to publish or unpublish specific sections of the page independently, empowering me to control the visibility and relevance of content elements without developer involvement--thereby enhancing site flexibility and responsiveness.
  4. As a global site admin, I seek the functionality to designate taxonomy values from the global taxonomy set to specific products, enabling precise categorization and organization of content to improve user navigation and searchability.
  5. As a global site admin, I want the ability to enable or disable specific taxonomy values for individual products, allowing me to customize the content taxonomy for each product site based on its unique requirements and audience preferences.
  6. As a global site admin, I require the flexibility to determine which categories from the taxonomy will be available for user navigation on each product page, empowering me to optimize the site's navigational structure for enhanced user experience and accessibility.
  7. As a global site admin, I need the functionality to arrange categories on the site in a predefined order of importance, enabling me to prioritize and showcase relevant content categories prominently to users, facilitating easier access to essential information.
  8. As a global site admin, I seek the capability to specify which articles will be displayed under popular categories on the site, allowing me to curate and highlight relevant content to meet user needs and preferences effectively.
  9. As a global site admin, I require the ability to determine and configure the available assisted support channels (e.g., open a case online, telephone, email, chat) on each unique product page, enabling me to tailor the support options to match the specific requirements and preferences of users for each product.

Made a hi-fidelity prototype

To illustrate how this could all work, I leveraged my skills in web development and CMS. This hi-fideilty prototype gave an idea on how a solution could work, and also showed the scalability such a solution.

Click here to see the Global Help Regional Page prototype.

All details about the product is on the CMS record, and the site reflects that.
Variable items, like links to additional resources and available assisted-support channels, appear on the page if there are values for them in the CMS record.


What I want to convey is:

  • I am able to communicate technical requirements and use-cases in user story format.
  • I am able to integrate my experience in information architecture to inform possible solutions to the business problems.
    (I have experienced times when vendors or developers make something like this developer-independent, but the architecture made it so that updating the site was unnecessarily tedious and problematic.
  • I can go the extra mile in illustrating the need.
created by | Randy Santamaria
created by | Randy Santamaria