The project began with foundational discovery. I contributed to competitor analysis identifying common patterns and usability gaps in similar tools, user interviews with test clients that revealed confusion around data ownership and anxiety about making irreversible changes, and definition of product architecture and user flow ensuring the content model aligned with how users mentally structured their tasks.

These insights informed early content decisions, particularly around labeling, instructional messaging, and the need for persistent guidance throughout the interface.

Naming & Terminology: I established product-specific naming conventions and created a Glossary of Terms serving both internal teams and end users, ensuring consistency across UI labels, documentation, and stakeholder communication.

UX Writing: I wrote all interface copy using plain language and short, direct sentences; contextual explanations and tooltips for complex concepts; and strategic spacing and visual breaks, developed in close collaboration with the UX design lead, to reduce cognitive load.

Documentation & Onboarding: To support different learning styles, I created written user guides, recorded walkthrough videos, and in-app engagement messages for onboarding and new feature releases — enabling users to learn the tool independently without relying on customer support.