Other UX Writing Samples
Error message vs. empathy
At Rally Health we created a program to support parents who want to help their teen quit vaping. One of the eligibility questions for the program is “Are you 18 or older?” If the user selects No, the product manager wanted to have an error message like the one on the left.
I pushed back against this error message in favor of an empathetic response. This person is a child under 18 who has taken the initiative or been encouraged to quit vaping. I changed the language and design to make the response encouraging and helpful, directing them to the correct program as quickly and easily as possible.
When the user clicks “Check it out,” they go to this program details page, where the teen can sign up for the program. I wrote all the copy and worked with a designer to create this page.
Family Pharmacy Permissions
Challenge: Customer support was receiving a high number of calls from members who didn’t understand why they couldn’t see their dependents’ prescriptions in their account. The dependents were not listed in the dropdown menu.
Solution: Implement a quick fix by adding a message by the member dropdown menu informing members that they need permission to view dependents’ prescriptions.
How I helped: Designers and I went through a few versions to see what content would fit comfortably. I decided to add a link to a modal. The number of calls for this issue dropped considerably.
Before
After
Error messages and popups from some of my projects
