Content designers frequently have to scale their expertise across an entire design organization—often via mechanisms like office hours, chat channels, or service intake processes.
I’ve found success in this sometimes-challenging style of work through an innate curiosity, ability to ask probing questions, comfort with context-switching, and being an open and congenial collaborator.
Here are a few examples of the many times I consulted on UX writing and content design requests at Compass.
First-time user email error message
First-time users of the Compass app can create an account for either the agent- or customer-facing app. However, users with an @compass.com email address cannot create a customer-facing account. This request was to review existing error message text and, if needed, recommend an update.
Transaction approval automated email
Product design needed help with content and email best practices for an automated email that was important to the user’s business and required they take action in order to get paid.
Deprecated templates messaging
Product had launched a new template editor with improved functionality and wanted to nudge users toward its adoption, without making them feel as though they were “losing” anything from the previous version.