UX Writing
Collaborated with designers and product owners on user flows for Amex global merchants, creating multiple levels of copy (headers, sub-copy, microcopy, error messaging, tooltips, etc.) to seamlessly move users through complex experiences
Banking and merchant services | 2022
The American Express Merchant Solutions Team brought me on board to finesse product copy for different flows, like:
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Becoming an AMEX merchant
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Adding a new Merchant ID
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Resolving disputes
On a tight schedule, I created copy for over 125 screens that encompassed:
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interactive instructions
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search interface
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filtering
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zero states
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errors
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form fields
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timelines
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additional content strategies for a U.K. audience
I also advised on UI and layout to complement UX copy, along with timing of certain pieces of information that might reduce complexity and duplicate screens.​​
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One of the biggest challenges at the outset was my need for a quick education on a number of financial terms geared toward business owners who accept Amex. I wanted to strike a balance between language that was simple and clear for a layperson, but doesn't insult those familiar with industry terms -- all while adhering to American Express' established tone and voice.
Examples are available upon request.
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