Leading Designers as a UX Writer
Outline
Blog post on how I moved from leading content teams to design teams
Emphasis on what I knew well (hierarchy, storytelling, IA, creating clarity, product discovery)
Acceptance and openness to learn what I didn't know well (visual design, interaction design, prototyping)
Recognition that leading teams doesn't mean knowing more than them - it's about recognizing that for the team to be effective, they need to know more than you and learning to be comfortable with that
Bringing a unique POV to designers that can jump too quickly into visual and interaction design before understanding the story their designs need to support and the hierarchy of information they need to account for
Challenge
ABC Electronics identified the following CX challenges:
High cart abandonment rates.
Lengthy checkout process.
Lack of personalized product recommendations.
Solution:
Streamlined Checkout: We reduced the checkout steps from six to three, making it faster and more user-friendly. As a result, cart abandonment rates dropped by 20% in the first month.
Personalization: Implemented a recommendation engine based on customer browsing and purchase history. This led to a 15% increase in average order value.
Live Chat Support: Added a live chat feature for real-time customer support. This reduced customer complaints and improved satisfaction.
Results:
- Cart abandonment reduced by 20%.
- Average order value increased by 15%.
- Customer satisfaction improved by 30%.