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Projects

I like to say I’m a recovering academic. I kept the jacket though. Here you’ll find some of my more recent projects.

Each required a combination of working closely with developers, designers, researchers, and stakeholders to create a solution.

User Flow Re-Design

Client: KeyBank

I coordinated efforts with a designer to improve the user experience for KeyBank’s online disputes process. We reduced user interactions by about 40% and performed several rounds of research to ensure the users were able to categorize their disputes properly. 

Problem

The client’s process for disputing a transaction online was cumbersome and often resulted in claims that were rejected because they were classified incorrectly. As a result, many customers made use of the call center to file their dispute or to check on the progress of their submitted dispute.

The online dispute flow involved a long survey that displayed a single page per question. In some situations, a user may have to answer over 20 questions to dispute a transaction.

Process

I helped design and research with ideating initial solutions and setting up testing criteria. Based on initial research, I led efforts with a designer to create a more usable flow. Some of the solutions we came up with included:

  • Grouping related questions
  • Placing required and high importance questions sooner in the flow
  • Consolidating similar questions
  • Using more conversational and approachable language in the survey
  • Designing a conversational summary review screen

Results

  • 40% Reduction in number of required interactions in tested flows
  • 30% Increase in users properly classifying their transaction

 

Digital Content Guidelines

Client: KeyBank

I worked with KeyBank’s Digital UX team to help them develop consistency in language, voice, and tone in the user experience for online banking. The guidelines grew and are now managed by a dedicated content team.

Problem

The UX team at KeyBank wanted more consistency in language for users. Most copy at the time was written as a “filler” by developers as they built the product. This led to UI copy that was not just inconsistent, but difficult to read or even suspicious looking.

Process

While revising UI copy for critical areas, I also interviewed stakeholders in the UX, product, and marketing/brand teams to develop voice and tone guidelines for UI copy. I based the voice and tone guidelines for UX writing off the brand guidelines. The guidelines ended up containing:

  • Voice and Tone
  • General Writing Guidelines
  • Content Specific Guidelines
    • Error messages
    • Button Copy
    • Etc.

Results

In the first year the guidelines became a regular reference for consistency among product owners. The guidelines were used as the starting point for the new content team about a year later.

I’d be lost without Daniel. He wrote the style guide that functioned as my editorial life preserver when I first landed at KeyBank, and he was a reliable guiding light during my time there. Diligent and methodical, he’s got a gift for digging into complexity like no one else. My favorite thing about working with Daniel was this: He’s not just always learning—he’s always going out of his way to share that knowledge with those who’ll find it useful. Highly recommended!

Jessica McGuinness, UX Copywriter

Information Architecture and Migration

Client: Ohio Department of Aging

Problem

The Ohio Department of Aging needed to migrate three sites to a new web platform. In the process, they wanted to re-focus their sites to better fit the needs of their users and intended audiences.

Process

I assisted with requirements gathering sessions to identify target audiences and what content the agencies wanted to focus on. I also performed an inventory and audit of content on the existing sites.

Once we knew intended users and requirements for the new version of the site, I was able to propose a new information architecture for the site and create a migration guide.

The project ended with a series of training sessions to introduce content authors to the new content management system so the agencies could perform the migration.

Result

While each of the sites had different needs, we were able to create three related sites with similar design and structural norms. While the original sites were organized in different styles, the new sites were all organized by ‘user tasks’ or intent.