Past Projects
Clear Instructions:
Confusing & Inconsistent->
Uniform & Coherent
Challenge
Clarify and simplify ordering instructions
Research
Consulted marketing and sales team on ordering process
Solution
Improved visual example of ordering configuration code by using color to denote which parts of the code are optional, which parts need specified, and which must be included.
Results
A visual set of instructions that clearly explains how to order parts
Words Matter:
Pickup -> Swap
Challenge
Decrease confusion
Research
Intimate experience with the customer service communication process
Solution
Use the word “Swap” instead of “Pickup” when referencing a container exchange
Results
Approximately 20% drop in inbox traffic
Approximately 10% time gain for collectors
Smoother process
Happier customers
Less stressed customer service reps
Targeted Tone:
Cold, Factual ->
Warm, Visual
Challenge
Copy tone out of sync with audience, statistics difficult to understand
Research
First hand experience networking with user
Solution
Change copy tone to warm and encouraging, create info graphics to display statistics
Results
A comprehensive brochure that invites the reader to learn about the business opportunities available in the Englewood neighborhood
A Voice: We Exist!
Challenge
Establish a presence, and create an evergreen marketing plan for the owner to continue using
Research
Collaborated with the owner, created a business map, established ideal customer persona
Solution
Consistent voice and branding aimed at the target market
Results
3% sales increased, approximately 10% foot traffic increase