UX Writing
UX writing energizes me. I love taking complex concepts, simplifying them, and creating positive experiences for users.
I’ve worked on many meaningful projects at CVS that have allowed millions of people to schedule COVID-19 vaccines through our pharmacies.
Here are a few of the ways that I was able to improve our scheduling experience.
Advocating for the user
Our current vaccine scheduling flow had a consent page that was paragraphs of legalese. This page did not even look like a part of our flow and we found through user testing that many of our users were skipping over the content and clicking the check box without fully understanding what they were consenting to. I worked with a UI designer to create a better experience for our users. To do this I created a plain language summary of all the legal content and “hid” the legal content under accordions, which allowed users to open them if they wanted.
I presented these changes to our legal team and was able to get approval, which greatly improved the experience for our users. Here are the before and after screenshots of this work.
Updating content strategy as needed
While evaluating our content placement, I came across some information on a page that seemed out of place. The initial reason for the content was to reassure our underserved community that they could schedule a vaccine without insurance. However, this information was provided well before we asked for more than basic information and did not help to inform our users of the true reason for the page, asking for date of birth so we could offer age appropriate vaccines.
I was able to move this important information to the first patient “intake” screen where we start asking for more personal information to help reassure users in a more appropriate place. The “date of birth” page was replaced with information for the user letting them know that we would be asking for information along the way and why we were asking for date of birth. Here is the before and after of that screen.
Here are a few samples of help documents that I created for complex features.
I create simplified screenshots to highlight specific actions and enhance content in help documents.