Case Study of FICO’s Technical Publications DMS …...Camtasia –screen recording, video editing, video production Audio player (e.g. Windows Media Player) Brightcove –video hosting

© 2017 Fair Isaac Corporation. Confidential. 1© 2017 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent.

How We Got Started with Video Production

Case Study of FICO’s Technical Publications DMS Team

Dan ZiagosLead Technical Writer, FICOTechnical Publications | Decision Management Suite (DMS)

© 2017 Fair Isaac Corporation. Confidential. 2

Welcome and Why this Presentation?

Dan Ziagos, Lead Technical Writer, FICOProduct & Technology Organization | Technical Publications | DMS Team

• Why? To share…─ How we got started with video production─ How we gained confidence and achieved success ─ Let you know YOU can do it, too!

• Tell chronological story of our journey

• Show video samples ─ URLs in Appendix


What is Video?

Per Wikipedia:

• Video: an electronic medium for the recording, copying, playback, broadcasting, and display of moving visual media.

Is our team ready for Hollywood and the Oscars?

• Our videos are NOT motion pictures or talking head videos

• They are Video Screen Recordings (Screencasts) of our cloud-based software applications.


This type of video…

FICO® Decision Modeler: Example Overview

https://youtu.be/u9oxVEWRXEs


FICO® Decision Modeler Example Overview Video Snippet

The original PowerPoint presentation embedded this video into the slideshow.

For purposes of converting the slideshow to a PDF format, the following YouTube link has been added:

https://youtu.be/NvSQXKILhIA

https://youtu.be/NvSQXKILhIA


NOT this type of video…

What is FICO® Customer Dialogue Manager?

https://youtu.be/4-hMjKQDVQE


FICO® Customer Dialogue Manager Video Snippet

The original PowerPoint presentation embedded this video into the slideshow.

For purposes of converting the slideshow to a PDF format, the following YouTube link has been added:

https://youtu.be/58crSeiWDco

https://youtu.be/58crSeiWDco


Video Summary

• Video Screen Recordings (Screencasts)─ Screen recording of software application─ Audio narration─ Graphics and Screenshots (images/pictures)─ Callouts (arrows, rectangles, text boxes)─ PowerPoint slides─ Text-based content


Who is Our Team?

• Team of 7 technical writers─ Produce online help systems and PDFs─ Create video tutorials and overviews─ Focus: FICO’s DMS applications on FAC

• Acronym City…─ FICO─ DMS─ FAC


FICO – DMS - FAC

• FICO = Fair Isaac Corporation─ Started in 1956: Bill Fair (engineer) + Earl Isaac (mathematician)─ Principle: data, used intelligently, can improve business decisions─ Today: Leading analytics software company (~2300 employees) helping

businesses in 90+ countries make better decisions through data.

• DMS = Decision Management Suite─ Group of cloud-based tools that lets you assemble and deliver analytics

applications in the secure FAC.

• FAC = FICO® Analytic Cloud─ Proven analytics applications and DMS in a secure cloud environment so you

can create and deploy analytics faster than ever.


Why the Cloud?

• Avoid capital expenditures (servers)

• Quicker deployment of new features, enhancements, and fixes

• Allow subscribers to benefit from broader community of users

• Lower impact of internal IT resources


How did this story start?• Summer of 2013, FICO started developing the FAC, with DMS as its first rollout

• The FAC team wanted How-To and Overview videos about DMS applications• Videos to complement Online Help for DMS


Why our Team?

• Our FICO Technical Publications DMS Team was enlisted to create How-To and Overview videos because of our:─ Product knowledge─ Belief that video capabilities were within our reach─ Desire to learn new skills─ More cost effective compared to outside vendors

• Most videos need updates with every release• Vendor: $ low 6 figures for ~2 minute video• Our Team: $ few thousand (salary + software licenses + new mics)

• Most of team did not have experience creating video screen recordings:─ One team member created screencasts with Camtasia®

─ One intern and one contractor with some video experience─ They helped jumpstart the rest of the team


Leveraging Video Knowledge within FICO

• The Learning Group uses Camtasia to create tutorials about internal applications and security compliance protocols and hosts them on our internal FICO University

• FICO has corporate licenses for Camtasia.

• The Marketing Group hires vendors to create FAC marketing videos and hosts them to an online video hosting service, called Brightcove®

─

• cloud solutions to publish high-quality video experiences to audiences everywhere• storage of source video files

─ Some videos published from Brightcove to the FICO’s Tech Talks YouTube channel

https://www.youtube.com/user/FICOTechTalk


Leveraging Video Knowledge within FICO (continued)



• FAC Product Management team wants to start a new FAC YouTube channel to host these new product videos and other related DMS videos

• The User Experience (UX) Group develops standards on the type of video players to use in our applications─ Selects the YouTube video player (an industry standard)




First Hurdles

Created sample videos in Camtasia while we learned

• 1st challenge─ Why was much of our audio narration fuzzy and unclear?

• 2nd challenge─ Do you record the video and audio at the same time or

separately?

• 3rd challenge─ Once we create the videos, how do we get them to the

customer?


Gathering Data

• R&D─ Watch Camtasia online tutorials ─ Consult with Camtasia technical support team

• FICO’s Learning Group─ Different audio editor for better audio quality

• How did other companies distribute videos?─ VMWare via YouTube channel

• Ryan Eash, TechSmith instructional designer─ Record audio separately from video with Audacity®─ A clearly defined and repeatable process

https://www.youtube.com/user/VMwareTechPubs

https://youtu.be/tSSsh-kAcQI


How I create my Camtasia Studio videos by Ryan Eash Video


Jumping our First Hurdles

• 1st challenge─ Why was much of our audio narration fuzzy and unclear?

• Solution:─ Use Audacity for audio recording/editing─ Purchase better quality microphones

• Snowball, Logitech, Samson GoMic

• 2nd challenge─ Do you record the video and audio at the same time or

separately?

• Solution─ Follow Ryan Eash’s guidelines and record separately


Jumping our First Hurdles (continued)

• 3rd challenge─ Once we create the videos, how do we get them to the

customer?

• Solution─ Produce MP4 video files in Camtasia─ Upload to Brightcove─ Publish to FAC YouTube channel─ Embed YouTube URLs in DMS application


Our Toolkit

• Hardware─ Laptop with reliable internet connection to access DMS apps─ Dual monitors (recommended)─ Quality microphone─ Headphones (to listen to audio recording) – better than relying on

laptop internal speakers─ Quiet Recording Room

• Software─ Microsoft Word – script editing─ Audacity – audio recording and editing ─ Camtasia – screen recording, video editing, video production─ Audio player (e.g. Windows Media Player)─ Brightcove – video hosting and storage service─ YouTube – video deployment platform─ Pendo – 3rd party application to provide contextual help


How our users accessed the videos in 2014From the Home page (also on FAC YouTube channel)


• Pros─ Videos can be public or unlisted

• Public (FAC default setting)• Unlisted

• Only those with video link can view it• Does not display in FAC YouTube channel

─ YouTube video player is a standard

• Cons─ You can only upload a single video file

• Cannot use Camtasia or Brightcove smart players (multiple files) for TOCs

FAC YouTube Channel - https://www.youtube.com/user/FICOAnalyticCloud

https://www.youtube.com/user/FICOAnalyticCloud


Our First Videos

Decision Management Platform: FICO® DMP: Building a Decision Solution

Decision Modeling: FICO® Decision Modeler: Creating a Decision Table

Predictive Analytics: FICO® Analytic Modeler Scorecard: Overview

FAC went live on April 1, 2014Our first How-To and Overview videos were part of this FAC rollout

https://youtu.be/fEyBp5NBtOs

https://youtu.be/MA-00OWIuME

https://youtu.be/xyrKX5JrjAo


Video Evolution

• Our videos were screencasts of DMS cloud-based applications with:─ Audio narration─ Screenshots, overlays, and callouts

• As FAC applications evolved, we needed to update our videos

• We kept improving our video skills and development process


New Hurdles to Overcome

• The more we learned, the less we knew

• Share challenges we encountered and our solutions (opportunities for increased learning)

• Our experiences may help you be better equipped if you delve into the world of video development


How Do We Catalog and Communicate All the Lessons We Learn?

• Lessons from:─ Each other and FICO employees

developing videos─ Camtasia tech support calls─ Camtasia tutorials─ Other sources

• Capture key learnings in a shared document that evolved into our Video Development Guide (VDG)

• Create FICO intranet site with video-related content.


How Do We Catalog and Communicate All the Lessons We Learn? (continued)






Challenges and Our Solutions (continued)

• As new versions of DMS products are released and as new DMS products are being developed, how do we keep up with all the videos that need updating?

Challenge

• Develop a maintenance strategy:─ Prioritize video updates based on product differences

between new release and existing video• Outdated? High priority• Minor differences? Lower priority

─ Potentially postpone some lower priority video updates for next release

Solution


Challenge Solution Results


• Volume too low

• Can’t import audio recorded on iPhone─ M4A format

• Unexpected noises in audio recording room─ Automatic fan

• Popping Ps in audio─ Peter Piper picked a

peck of pickled peppers

• Better Audacity editing techniques ─ Increase amplitude

• Install FFMPEG library in Audacity─ Import M4A files

• Investigate room before setting up audio equipment

• Get a Pop filter for standalone microphone

Audio• Increased volume• Better quality audio


Challenge Solution Results


• “Hide” video until product is released

• First videos too long (4-8 minutes)

• Video is blurry after production

• Script changes requested after video is complete

• Set YouTube setting to Unlisted

• Keep videos 1-3 min. ─ Time script before

recording audio• Best to screen

record, edit, and produce in SAME screen dimensions─ YouTube: 16:9

aspect ratio• Get Product Mgmt.

approval before recording audio

Video• Smoother product

rollout• Better length videos

for customers’ needs• Better quality video• Faster development



• Screen recording captures unwanted desktop icons and open applications, such as Outlook notifications.

• The application shows employee’s name

Challenges

Solutions• Close applications and clean up computer desktop / browser bookmark bar before

recording.

• Set up a generic user name



Employee Name



Generic Name



• Deadline – not enough time to screen record DMS application and produce videoChallenge

• Record PowerPoint slide show with Camtasia PowerPoint Add-in─ Audio, text, screenshots

Solution

FICO® Analytic Modeler Decision Tree Professional: Overview

https://youtu.be/f-kSjPuq6K4



• We needed a consistent opening message with copyright statementChallenge

• Marketing developed FAC Intro (video title & music) and Outro (copyright)Solution

FICO® Decision Modeler: Create a Ruleset

https://youtu.be/gA59XtJE0bU



• YouTube automatically creates subtitles (captions) for our videos –“auto correct syndrome”

Challenge

• Create & export subtitles from Camtasia and import into YouTube

• Disable YouTube’s auto captioning feature

Solution

“As part of the FICO Analytic Cloud, FICO Network”



FICO® Decision Modeler: Test Your Decision Logic

FICO® Analytic Modeler Scorecard: Explore, Apply, and Publish a Model

• Video callouts* inconsistent amongst our teamChallenge

FICO® Decision Modeler: Create a Ruleset

* video overlay to highlight a portion of the screen, such as text, arrow, sketch motion (drawing a shape)

https://youtu.be/cU6GZlk7TKI

https://youtu.be/pwICuJntG4A




• Develop guidelines for video callouts with help of UX Group (publish in VDG)Solution

• Text Box Guidelines─ Use Roboto font (FICO Standard)─ Text color

• Black (RGB=21,21,21) or dark color similar to color of FAC app in video

─ For filled simple rectangles• Use Plain or 3D Edge style• Avoid rounded rectangles• Avoid Glow or Glossy style• Avoid Shadow


Strategies to Develop Our Confidence and Skills

• Regularly share lessons learned at team meetings and provide feedback about videos when requested

• Capture and catalog lessons learned in VDG for future reference

• Start Video Committee to identify/resolve issues, and communicate them to FICO Tech Pubs community

• Obtain feedback outside our team (Learning Group, STC Touchstone)─ Learning Group: Use conversational, active voice─ STC Touchstone: Use active voice, increase audio volume

• Solidify video process – create in Audacity & Camtasia, upload to Brightcove, publish to FAC YouTube (YT) channel, embed YT URLs in DMS applications


How New Video Skills Help Provide Value for Other FICO Teams

• FICO submits video for 2017 Gartner Magic Quadrant for Data Science Platforms─ Challenge: 42 minute video. Numerous PMs contributing

video segments about a FICO Data Science application.

• FICO World product videos

• Mentor FICO employees with product training and overview videos


How New Video Skills Help Provide Value for Other FICO Teams (continued)


How New Video Skills Help Provide Value for Other FICO Teams (continued)


Summary

• Tools for video production

• Opportunities for learning─ Challenges to solutions─ New skills

• Strategies to grow writers’ confidence and skills in video development

• Video skills helped other FICO teams

• See samples of DMS videos

• Videos enhance customers’ product experience

• Within your reach, too!


Today

• Ongoing Video Committee meetings with regular updates to VDG

• Test Camtasia 9 (latest version) and update everyone’s license

• Investigate various video issues – How do we…─ Audacity: reduce prominence of consonants, such as “s”, “z”, and “sh” (De-ess)─ Camtasia: use Markers for Advanced Editing─ Pendo: embed “context sensitive” videos

• New ways to deploy videos using Pendo (move away from Home pages in DMS)


Today (continued)


Today (continued)


Tomorrow

• Attitude: Keep learning

• Skills: Improve our videos and our process

• Success: Attitude + Skills─ Create new video tutorials─ Help FICO groups with video projects─ Be ready for “What’s next?”


Appendix


Appendix of YouTube FICO® Analytic Cloud Videos and Websites

Title Type URLAudacity® Website http://www.audacityteam.org/

Audacity – Tutorials Website http://wiki.audacityteam.org/wiki/Category:Tutorial

Audacity – Wiki page Website http://wiki.audacityteam.org/wiki/Audacity_Wiki_Home_Page

Audacity – Wiki page (Legacy)For Audacity 2.0.6 and earlier versions

Website http://legacywiki.audacityteam.org/wiki/Audacity_Legacy_Wiki_Home_Page

Brightcove® Website https://www.brightcove.com/en/

Camtasia® Website https://www.techsmith.com/camtasia.html

Camtasia Tutorials Website https://www.techsmith.com/tutorial-camtasia.html

For your convenience, the following table lists the videos and websites referenced in this presentation.

https://www.techsmith.com/tutorial-camtasia.html



Title Type URLFICO® Analytic Cloud Website https://www.ficoanalyticcloud.com/

FICO® Analytic Cloud YouTube channel

https://www.youtube.com/user/FICOAnalyticCloud

FICO® Analytic Modeler Decision Tree Professional: Overview

Video https://youtu.be/f-kSjPuq6K4

FICO® Analytic Modeler Scorecard: Explore, Apply, and Publish a Model

Video https://youtu.be/pwICuJntG4A

FICO® Customer Dialogue Manager –What is it?

Video https://youtu.be/4-hMjKQDVQE

FICO® Decision Modeler: Create a Ruleset Video https://youtu.be/gA59XtJE0bU

FICO® Decision Modeler: Example Overview

Video https://youtu.be/u9oxVEWRXEs


https://youtu.be/4-hMjKQDVQE




Title Type URLFICO® Decision Modeler: Test Your Decision Logic

Video https://youtu.be/cU6GZlk7TKI

FICO® Network Presentation Video https://youtu.be/DrktCix-31Y

FICO® Tech Talk YouTube channel


FICO World (2016) Website http://www.fico.com/en/ficoworld/

Gartner – Magic Quadrant Website http://www.gartner.com/technology/research/methodologies/research_mq.jsp

Gartner – Magic Quadrant for Data Science Platforms

Website https://www.gartner.com/doc/3606026/magic-quadrant-data-science-platforms

How to script, record, & edit tutorial videos with Camtasia & Audacity (Ryan Eash)

Video https://youtu.be/tSSsh-kAcQI



https://www.gartner.com/doc/3606026/magic-quadrant-data-science-platforms



Title Type URLPendo Website http://www.pendo.io/

VMWare Tech Pubs YouTube channel

https://www.youtube.com/user/VMwareTechPubs


© 2017 Fair Isaac Corporation. Confidential. 58© 2017 Fair Isaac Corporation. Confidential. 58

Questions & Answers

© 2017 Fair Isaac Corporation. Confidential. 59© 2017 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent.

Thank You

Dan Ziagos, [email protected]

linkedin.com/in/dan-ziagos-1013271

@dan_ziagos

mailto:[email protected]

Documents

Case Study of FICO’s Technical Publications DMS …...Camtasia –screen recording, video editing, video production Audio player (e.g. Windows Media Player) Brightcove –video hosting