• automated messages
  • automated messages
  • CHALLENGE

• Help our user understand status messages, from booking confirmations to error messages, reduce jargon and give them more context on what’s happening, what to do or what will happen next.

  • PROCESS

• Worked with customer service to understand which messages caused confusion.

 

• Conducted industry research to investigate best practice for each type of messages. 

  • SOLUTION

• Developed new phrases that pleasantly explained the issue and, where applicable, provided users with guidance on what they can do to try to resolve the issue.

  • MY INPUTS
  •  
  • • Writing and editing
  •  
  • • Collaborating with engineers to meet business and user goals
  • TEAM
  • • TourRadar