During my time at AT&T and Toyota, I started writing UX copy for intranets, products, prototypes, components, applications, and websites. Both jobs helped me improve the overall customer and employee experience through empathetic, useful, and scalable content. Because of the proprietary nature of the UX content at both companies, I cannot show specific examples.

UX Writing at Toyota

At Toyota, I focused on the employee experience within SharePoint. Working with over 100+ site owners, I helped improve content design to make it easier for employees to use the Toyota intranet. Initially, the project started with an audit to assess the current state and to help shape the strategy. I also collaborated with the SharePoint product owner and developers to review the analytics. This step helped us make informed decisions about the content strategy and quality of UX copy on the intranet.

 My UX writing experience at Toyota included:

  • making small tweaks to microcopy on buttons

  • improving content hierarchy within pages, applications, and components

  • developing naming conventions

  • rewriting headings to help with scanning and findability

  • using help tips

  • interlinking to relatable content

Impacts

  • developed into a robust tool that helped Toyota’s 5,000+ remote employees find the resources they needed while remaining scalable to iterate as needed

UX Writing for AT&T

Currently, I work at AT&T as a UX content strategist. Collaborating with a small team of designers, researchers, and experience strategists, I work on several parts of the customer journey. Together, my team and I create most valuable experience (MVE) and optimal experiences for both customers and employees. Before I start writing, my content is always informed by auditing, discovery, and qualitative/quantitative research. Once aligned on the current state, we select specific use cases, and I create the content strategy. Finally, I write UX content for wireframes and grayscale/high-fidelity prototypes. Examples include writing a section for dynamic FAQs, help tips, and next steps. Each prototype or wireframe undergoes user testing and iteration.

Impacts

  • Improved visual clarity/hierarchy for helping customers determine eligibility across products

  • Improved task completion across AT&T ecosystem

  • Improved customer satisfaction (CSAT) scores