• automated messages
  • automated status messages
  • CHALLENGE

• Improve status messages, from booking confirmations to error messages.

 

•  Reduce jargon and provide users with 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 message. 

  • SOLUTION

• Developed new phrases to explain the issue or status.

 

•  Where applicable, provided users with guidance on what to do to resolve the issue.

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