UX Writing

Casebook

Mobile App Notifications

Background: At Casebook, we created a mobile app for social workers. This app streamlined their work, allowing them to fill out forms on the go while picking up children or inspecting daycare centers. In-app notifications were crucial to the app, telling social workers when a location needs an inspection or when they need to go get a child.

My Contribution: I wrote the notifications. I focused on providing useful information and also including some cheerful language.

User Research: I included the cheerful language based on direct customer feedback. Social workers explained that their jobs are intense and a small, “You’ve got this!” or “Great job!” could keep them motivated throughout the day.

The Outcome: As a result of this project, social workers were able to do their work more effectively.

Illustration: Here is one notification I wrote for when a user fails to log in. This was an important logistical notification. I tried to make it clear what the employee needs to do while still using the most accurate words for that situation:

IMG_1274.PNG

Knowledge Base Menus

Background: Also at Casebook, I single-handedly created a large public knowledge base complete with both articles and video tutorials to help customers fully understand the product and its features. Part of this project was designing the menus, which involved figuring out the menus’ information architecture and how to title articles.

Decisions: The Casebook product was divided into several modules, including cb Access, cb Engage, and cb Intake. I therefore decided to have one menu section per module as well as a more general, “Getting Started” menu section. I also tried to title the articles in a way that clearly defined what each article taught the user.

User Research: I did user testing on two different versions of the menu design, one on a single page and one with a side-panel. Users strongly preferred the side-panel design because it didn’t require them to keep clicking the back button. That helped me choose which WordPress plug-in to use to create the menus.

Users found the above^ menu easier to navigate than the menu style that you see down below.

The Outcome: As a result of this project, we sold the product to many customers, all of whom said the knowledge base was a key selling point.

Additional Info: To see some articles that went into this knowledge base, click here and scroll down to “Casebook Documentation.” To see the video tutorials, click here.

Mozilla

“Create a New Knowledge Base Article” Tool Tips

Background: Mozilla had many volunteers who wrote help articles. I needed to teach these volunteers how to use Mozilla’s tools to write these help docs. The tool they used was the “Create a New Knowledge Base Article” feature.

My contribution: As part of this project, I designed and wrote tooltips for the “Create a New Knowledge Base Article” feature.

The Outcome: As a result of these tool tips, the feature became more intuitive and easier to use. Volunteers could understand how to use it more quickly and therefore write more help articles.

Illustration: Open the PDF below to see my tool tips:

Mozilla Tool Tips