Any great user experience should seamlessly blend storytelling and design. I love to recognize the hidden patterns, influence design, build experience stragies that help in turn weave and design content narratives that fulfills both business and user goals.
A framework I built to streamline, scale and prioritize outreach notifications like push notifications, SMS, and bell alerts. In less than 6 months, this framework was picked up by multiple products outside of the platform team to streamline information and build meaningful info hierarchy. It became the messaging framework for the Disputes platform.
The ask:
To build a self-serving limitations portal for Venmo just like PayPal’s in order to reduce head count by 80 numbers and improve customer experience.
Jobs done:
End to end thinking that focussed on a content strategy that can be scalable for Venmo Limitations. This included a plan to understanding Venmo users, through social listening, and past research.
What’s included:
Content strategy that assessed 3 pillars – Voice and tone, terminology and the info
architecture.
The ask:
Limitations is PayPal’s risk platform that’s responsible to make sure the bad actors don’t take advantage of our system and keep the environment safe and secure for our users.
The ask was to revamp the Limitations dashboard, make it much simpler and user-friendly so users are able to complete their verifications promptly and use be able to use all of PayPal’s features without any imterruptions.
The revamp included only emails and the self-serve UI.
Insights:
The redesigned email showed 51.91% increase in open rates, 32.33% in customer intent to resolve a request or an appeal step.
Jobs done:
An exhaustive content design that set the bench mark for designing content for negative experience. This was iterated based on a usability research.
What’s included:
Detailed content strategy with accessibility checklist that was created for the Risk platform, the new designs, research and impact.
STEP 01
Research user journeys, product workflows, and business goals.
STEP 02
Design content frameworks, UX copy, and information architecture.
STEP 03
Collaborate with teams to implement clear, scalable product communication.
Transforms complex ideas into engaging, user-focused content that drives meaningful results.
Senior Staff Content Designer
Grateful working with Sharon, inspiring through calm leadership.
Global Community Engagement Director
Sharon adapted quickly, delivering exceptional work consistently.
Product Marketing & GTM
Organized, dependable writer delivering clear, insightful content.
Fractional CMO
Dedicated, professional writer delivering excellence.
Demand Gen and Marketing Leader
Versatile, trusted professional exceeding every expectation.
