UX Writing

Within my first week of answering customer emails, I took note that there was a great deal of confusion, wasted time, and friction caused by the use of the word “pickup.” “Pickup” could mean the simple pickup of a container or it could mean the exchange of one container for another. Over the following month, I tested using the word “swap” in place of “pickup” when referencing the exchange of containers. The resulting decrease in confusion was so dramatic that it noticeably reduced my workload.

Together with my supervisor, we present this solution to the rest of the company’s staff. The majority of them agreed to implement the use of “swap” when referencing the exchange of a container. This simple change of words facilitated smoother communication across all departments.

Content Writing and Strategy

With the approval of using the word "swap" instead of "pickup", the majority of the communications collateral the team had been using needed to be updated. I jumped on the opportunity not only to improve the collateral but to formalize the onboarding process for residential customers. All the content for all parts of the onboarding process was compiled into a Google Doc and shared with the customer service team. This document also included instructions for new customer service employees so they would know which asset to send to which territory and what method to use to send it.