At Northwestern Mutual, I worked in two verticals: Planning Experience (PX) and Client Experience (PX). I supported PX for a little over a year before shifting over to CX. In both verticals, I was the only content strategist supporting 20+ product designers, each with their own project. My time was mostly spent working on high-priority projects that needed my full content support, but there was still a need to help projects with “one-off” content requests.
These requests required some form of UX writing or content design. To aid fulfillment and improve the workflow for these “one-off” UX writing requests, I partnered with the program manager in PX to create a content request template in Jira. Product designers or product managers would fill out the form with request details and the form would automatically tag me and get added to my Jira dashboard. At this point, I’d have a quick meeting with the person to ask questions, align on the problem, and discuss the solution.
The workflow improved efficiency so well that when I switched over to CX, I brought the Jira template with me. In addition to boosting the amount projects I “touched,” the workflow helped me proofread content outside my assigned projects, giving me an opportunity to ensure style guide standards.
The following screens are the results of these content requests.
CX Mobile: What’s New Onboarding
From left to right: A content matrix for a CTA profile button; microcopy explaining updates to mobile app; microcopy for a tutorial tooltip.
Session Timeout Confirmation
From left to right: A sample confirmation dialog box I created to help the product designer understand what we needed to deliver; final desktop version; final mobile versions.
Automatic Goal Funding
From left to right: The original version that a product manager wrote and that I marked up explaining the changes I wanted to make; the final version.