Allstate
As a content designer for Allstate, the product team wanted to provide more information in the Payment History screen for the customer and for the CSR (customer service representative).
We explored what back-end data to display in an expanded view of payment information. A “nice-to-have” included the ability to connect payments to policy history information, as one affects the other.
Outcome:
We were only able to display some data.
It was challenging to explain dollar amounts shown in a succinct way: policy total, prorated policy amount, prorated monthly payment amount
Couldn’t connect policy history data with payment history data.
Read more about the project in this case study.
SHADO DESIGN
Shado Design is a UX Design studio. I was hired as a content designer and strategist to direct a content-first approach in building a new website showcasing their UX design work.
Testers shared an 83% satisfaction rate and intent to contact Shado Design based on all pages reviewed.
I worked with subject matter experts to establish the target audience, voice, and tone for Shado Design.
I developed clear, easy-to-navigate information architecture, including project descriptions and a contact page for users to get in touch with Shado Design.
I built a Wireframe for the Shado Design Website, and wrote a Style Guide for future additions to the site.
I performed user testing and implemented improvements based on feedback.
Testers shared an 83% satisfaction rate and intent to contact Shado Design based on all pages reviewed.
Learn more about this project in the case study.
Information architecture for the wireframe
Shado Design core attributes in the wireframe
NUCASH
NuCash is a banking app for college students in India. I was the content designer, working with the design team to develop awareness and sign up flow for new users.
I created an empathy map to aid in drafting awareness messaging. I reviewed existing testing and feedback to understand audience needs and pain points.
I developed messaging for:
an email onboarding nurture series
a sign up flow including a one-time-password (OTP) security process.
We used Confluence for content management and Figma for design and content design. (Work examples available upon request.)
Each step needed to concisely capture the benefits related to the audience and their concerns while ensuring security.
I leveraged access to college interns for feedback regularly for terminology and tone.
PUGET SOUND ENERGY
Puget Sound Energy is a gas and electric utility in Western Washington. The Energy Efficiency team wanted to move the rebate application process from paper to online. I was the content designer working with communications, EE, and front-end web designers and reviewed the off-the-shelf solution for usability and clarity.
The product was rudimentary and needed basic functionality and page re-designs to adjust for clarity.
Many design and content recommendations could not be implemented because it was an all-inclusive platform used by many utilities.
Despite this, one year into launch 85% of all rebates filed used the online tool.
Read more details in this case study.
Final pop-up for customers to submit their rebate request
orca Card
Seattle and Puget Sound regional transit
As part of the UX Writing class at School of Visual Concepts in Seattle, we were to refine and update the “get a card” process for general users of Puget Sound regional transit reusable cards. I reviewed the current process with the goal to improve the information and flow by only editing the words.
Laying out the simplest journey from point A to B, I rewrote the flow, decreasing and combing text, adding tool tips, and by adding a critical confirmation dialog box upon hitting the “cancel” button. As a student project, I learned UX writing and design thinking fundamentals, the importance of collaboration and creative problem solving, and never being afraid to question everything.
Read the case study (pdf).
What I discovered when I clicked “cancel.”