Senior UX Writer | Content Designer
Howdy! 🤠 I’m Jessie, a Senior UX Writer and content design nerd.
With 9+ years of experience in conversation design, SEO, microcopy, marketing copy, and content strategy for major brands, I’m ready to polish your online content to perfection. By using storytelling, user research, and a strong connection with key stakeholders, I create content that produces real results.
At my recent employer Wish, my content has contributed to reducing refund rates by 99%, increasing GMV by 35%, and increasing customer approval ratings by 40%. Dang, don’t those numbers look good?
Want to know more? Keep scrolling to check out my work!
👩🏻💻 Blog posts
Case Study: UX Writing to reduce refund rates for pickup orders
What?: To curb refund trends, we wanted to roll out a new policy requiring customers to contact support for a refund if they can’t pick up their Wish Local order. We’d no longer auto-refund abandoned orders and needed to communicate this new policy through our chatbot, Wish Assistant.
Why?: Wish Local is a shipping option that allows customers to pick up their orders from a local store. Failure to pick up orders by the collection date triggered a cancelation and refund. On average, customers new to Wish Local have a ~13% lower pickup rate than regular Wish Local customers.
My role: As the lead UX content writer for the Wish Assistant experience, my goal was to create content to inform new and existing Wish Local customers of the policy changes happening, encourage them to pick up their items before the expiration date, and tell them how they can get the help they need if they miss the deadline.
Case Study: UX Writing to increase GMV for marketing & merchandising
What?: To help GMV lift, and increase conversion rates, we created a new holiday: Wishmas. A week-long savings event featuring event-only discounts, FREE shipping, and more only through the latest version of the app.
Why?: Inspired by competitor ‘doorbuster’ sales, we wanted to encourage users to shop with the latest version of the app through a week-long merchandising event.
My role: As the lead UX writer, I was responsible for driving event awareness in the app, developing the content strategy for the main landing page, and designing content for re-engagement.