Telekit
UX Writing
The Challenge
Telekit is a business phone service solution targeting small business owners. Users can view call activity within the app, and the section Call Events will inform them of everything that happened during a call.
Some of the Call Events labels and copy was written from an engineer's POV and was not valuable or informative to a small business owner.
How I Helped
What I did
I created call flow diagrams to understand all of the pathways a caller could take. I referred to the product's user personas and user feedback database in order to determine the call events that would be valuable to the user.
With these insights, I proposed to eliminate call events that were originally created to provide engineers with a way to find backend bugs and to add call events that would help small business owners stay on top of their customer service and callers' needs.
Who I worked with
UX/UI Designer, product manager, and stakeholders
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Call Events
Account Deletion
The Challenge
No company wants their users to delete their accounts, but the option has to be given. In order for a user to delete their account, they had to contact customer service.
This gave the user even more reason to become frustrated and leave unhappy.
How I Helped
What I did
I proposed an account deletion experience that communicated to the user that we not only valued their time and money but also their feedback. I ensured the copy was brand aligned and effective in guiding the user through the process.
This new experience provided both a positive departure and valuable customer feedback that product managers could use to improve their product.
Who I worked with
UX/UI Designer, development team, product manager, and stakeholders
"Her attention to detail and holistic approach ensured that every aspect of my project was thoughtfully considered. She is not only incredibly skilled and knowledgeable but also genuinely personable and always honest."
★★★★★
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