Teams app content audit
Role: Content designer
Overview
While working as a contractor on a content design team at Microsoft, I had the opportunity to work on a multi-month process of fine tuning in-app copy geared toward frontline workers. Our goal was to learn more about this user group and write copy that reflected their unique needs.
Skills: Content design, user research, content audit, style guide creation, content strategy
Audience: Teams users who are also frontline workers
Tools: Figma, UserTesting.com, PowerPoint, Word
Collaborators: 1 content designer, 1 senior content designer, 1 UX designer, 1 product manager, 1 engineer
Process
User research
The first step in this process was getting to know the needs of frontline workers. We interviewed nurses, pharmacy employees, med students, and more to learn more about their jobs and unique needs. I also sifted through existing research from our team’s UX researcher to compile user personas and key takeaways.
Style guide + voice development
We used the information from user interviews to fine tune product style guides and outlined 4 voice principles that would help guide product voice and tone. Our findings were shared with stakeholders and received positive feedback.
Copy rewrite
Using the information from our research and data on app engagement, I rewrote most of the existing copy in the app. I kept in mind the brand and product style guides, voice principles, accessibility, and the needs of a global audience.
Copy testing
Once I developed a draft of the new copy, I tested multiple versions on UserTesting.com with real users. Here, I gained valuable qualitative and quantitative data that I used to continually improve the copy.
Results and takeaways
Users responded much more positively to the updated copy when compared to the original. In some instances, customer satisfaction with copy increased by 86%. These updates are currently in development with engineering, and given the overwhelming preference for the updated copy, I suspect that we will see increased usage and overall satisfaction with this app.