UX Writing
Puget Sound Energy
The Challenge
Puget Sound Energy (PSE) needed to inform their customers of the convenience and energy savings of buying an ecobee smart thermostat using a rebate. I was given this assignment for an interview.
The Process
- Researched ecobee and their line of smart thermostats.
- Combed through PSE’s existing customer-facing materials and properties for voice, grammar, and tone.
- Asked the interviewer questions about their customer base.
- While I was only being tested on text, I rearranged the layout, moving the PSE logo to the top for instant brand recognition.
- Highlighted the rebate offer and savings in header.
- Moved secondary information to footer to highlight savings and convenience in body.
- Used “shop now” in button link instead of “buy now” so customers understood they were shopping for a thermostat—not committing to purchasing one.
- Included a line to inform customers they could shop for more rebates to choose which were right for them.
- Outlined the KPI’s as micro conversions of open and click-thru rate, and the macro conversion of product purchase.
The Result
I was extended an offer.
e-Stewards Find a Recycler App
The Challenge
e-Stewards needed a way for individuals and businesses to find a certified e-Stewards recycler.
The Process
- Conducted surveys and interviews with various stakeholders (recyclers, enterprises, consumers) for user research. Interviews included marketing and sales professionals from Boeing, Raytheon, Dell.
- Developed key insights from interviews and surveys.
- Added new data from insights, e.g., refurbishing option, bulk drop off, pick-up, etc.
- Created color-coding for the app to match our market segments.
- Added drop down menus to choose services.
- Created copy for app.
- Organized stakeholder team for feedback.
- Finalized the concept to present to stakeholders.
- Wire-framed the app as part of the stakeholder showcase.
- Worked using a form on Agile alongside a contracted designer and developer to create the app.
- Defined KPI’s, e.g., email click-thru’s to the map app, as well as the macro conversion of going to the recyclers’ page on the e-Stewards’ website.
The Result
Increased users finding and using e-Stewards certified e-waste recyclers, as well as increased retention of existing recyclers.
Domicile
The Challenge
Domicile is a business travel app. I was hired to edit text into app-sized pieces, app-etizers, if you would.
The Process
- Looked over all Domicile’s existing branding and app content.
- Researched business travelers’ needs.
- Identified ways to improve UE.
- Suggested additions and edits. See examples below.
Global Suggestions
- Under “Around You”, write brief, engaging text about Amenity and Dining and Drinks, e.g., Gym: Sweat it out at the fully-equipped gym.
- Cherry Hill Coffee: Relax in a cozy hangout featuring local roasts,
- Local 360: Seattle favorite featuring locally-sourced ingredients
- Switch to active voice throughout copy.
Text Edits
Original:
Checkout is promptly at 11:00 AM. The cleaning staff will arrive around 11:30 AM (unless agreed otherwise) to prepare for our next guest. Please be courteous of the checkout time. If you have time we would greatly appreciate it if you load dishes in the dishwasher and run it. Double check to make sure you have collected all your personal belongings.
Suggested changes:
Checkout is 11:00 AM unless arranged otherwise. If possible, load and run the dishwasher.
Original:
We do not offer daily turn down service. The apartment is cleaned post guest departure. We do offer a la carte cleaning available for purchase. Contact us for scheduling and payment.
Suggested changes: À la carte cleaning is available for purchase. Contact us for scheduling and payment.
The Result
A cleaner, user-friendly app.