User-centered UX writing

01 — Project details

At Klarna, I structured content for routines, FAQs, app notifications, and support messaging to reduce customer confusion and support inquiries. I simplified complex financial regulations into user-friendly language. Collaborating with UX writers and developers, I aligned content with user decision-making processes, enhancing user flows. I also optimized chatbot scripts with logic-driven responses to improve efficiency and customer experience.​

02 — Creative process

I developed organized frameworks for various content types, ensuring clarity and consistency. Transforming complex legal jargon into accessible language made compliance information understandable. Working with UX professionals, I refined customer journey maps to align content with user decision-making, enhancing overall experience. Designing logic-driven chatbot responses streamlined interactions and improved satisfaction.​

03 — Results

The content initiatives improved communication, reducing customer confusion and support inquiries. Simplifying regulatory info built trust and transparency, while refining user flows created a more intuitive experience. Enhanced chatbot scripts managed more inquiries, cutting human intervention and costs. The project highlighted the value of accessible content, cross-team collaboration, and AI to boost customer experience and efficiency.