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.
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.