I was hired at Cordial as the only technical writer and have since been promoted to Product Writing Lead. In addition to the work below, I collaborated with UX designers to solidify our in-app writing guidelines and apply them across the platform. I also advocated for and implemented a crucial copyediting stage in our UX design process. To me, great UX writing clarifies process with plain, precise language.
Cordial
I recently built and launched an in-app Resource Center. I worked closely with our UX and customer support teams to develop impactful content, including a pop-up overview guide, announcements for new features and enhancements, and a product request form where users can request specific enhancements. The product request form has given us valuable insight on the Cordial experience—and actionable ways to improve it.
Old process—After entering an MFA code from a third-party app, people would click the Enable button up top instead of Confirm, generating a new QR code. They would then click Confirm. This would eventually lock people out of Cordial because their verification app would generate MFA codes for a defunct QR code.
I strive to pinpoint processes in our app that can be clarified with changes in UX writing. Our multi-factor authentication flow was previously a pain point for users because of confusing button labeling.
New process—With a simple change in UX labeling, I clarified what each button does and simplified the process of enabling MFA in Cordial. This small change has stopped people from filing support tickets for this issue.
Cordial can be daunting for new users, so I created an in-app guide to help people get started. The first three steps of the guide are shown below.
