I created this document to help educate clients and business partners about the content creation and management process. This document discusses the details at a high level, and is meant to socialize the process with leadership who may not need to know the granular details.
I developed this style guide for the company. The company had no documented style guides in existence, so I performed extensive research to compile and develop the document. I then posted and maintained it on the company intranet using CMS software.
Usability Methods 
Usability Goals Usability Toolkit 
I created these three documents in partnership with an interaction designer. The company had no formal usability testing department or protocols. As a result, the process was unorganized and inefficient. My teammate and I did extensive research, visited usability labs, and interviewed usability experts to document available types of usability studies, along with costs and time estimates. These documents were used to secure testing commitments and resources from senior leadership. The creation of these documents led to the development of a formal usability testing group at the company.
The personas documentation was a result of several months of extensive research from various sources, including customer and associate interviews, subject matter experts, financial industry white papers, and customer behavior studies. I synthesized and condensed the research into six profiles that are easily read and digested. The purpose of the personas is to use the information when designing and developing off- and online marketing campaigns designed to entice customers to use Online Banking. I researched and developed the offline personas; another copywriter on my team researched and developed a set of online personas.
I researched and wrote this article for inclusion in a “Learning Center” area of the company’s website. The information is written in a concise, easy-to-understand way so that customers don’t have to wade through pages of jargon. The voice in the article is warm and knowledgeable, but never condescending or trite.
This file contains frequently asked questions about e-statements, a service that has historically generated questions from concerned customers about what exactly happens when they turn off paper statements. These FAQs are clear and concise, and include the information determined most important through customer research and interviews.
The company’s website was converted to a CMS system, and as a result, we needed to update several outlier landing pages to fit into the new CMS template. The format of this copy deck is markedly different than others included in this porfolio; the reason is because I worked closely with developers to create a copy deck that fed into the appropriate CMS forms. The result made it easy for developers to match copy to form field, drastically cutting down on QA time.
I led a team of copywriters and designers that developed a series of Bill Pay videos. I was responsible for both copy and art direction, as well as information architecture of the final assets. This media plan details where the videos will live on the company’s website. These placements were developed after careful consideration of user paths, customer feedback, and industry best practices.
Working with a team consisting of an art director, a copywriter, and an interaction designer, I led the development of a comprehensive strategy to overhaul the company’s online security presence. We examined all available research, including white papers, industry best practices, competitive analyses, and customer interviews. After development of this strategy, we socialized it across several of the company’s lines of business by conducting formal presentations. Audience members included senior leadership and marketing executives, and the presentation was extremely well received.
Text Banking Masthead 
, Bill Pay Masthead
These mastheads are examples of marketing assets created by my team. I lead copy direction, and have approval over the final artwork, including art direction and production value. My team develops hundreds of similar assets per year.
