Improving complaint management within a customer service team

The customer service team I was part of struggled with customer complaint management. The process was slow and both employees and customers would get frustrated. Here's how a colleague and I stepped in.

Helping food safety experts communicate across languages

An Italian foodservice company needed to translate a set of 7 food safety regulations for their corporate partners in the UK. Here's how I helped them achieve their goal.

Supporting an MVP launch with content

I was challenged to design a set of content guidelines to support the launch of a fictional digital product of my choice. Here's how I went about it.

Optimizing a localized website with usability testing

I conducted a usability test on foodspring, an international sports nutrition brand. In particular, I involved 3 users to test the desktop version of their localized Italian website. Here’s the process I adopted and what I found.

Delivering bad news with better microcopy

I wrote microcopy to deliver bad news to app users. The two scenarios I worked on were a canceled flight and a late delivery. Here's how I created and then improved the copy.

How to explain things real good

An enlightening mini-talk about making accessible educational content

Service reps are your friends

Bringing insights from customer-facing roles into UX writing and product decisions

Smart products for smart consumers

Chapter 7 of The Essentials: foundational knowledge for those starting out in localization and technical communication.

Localization checklist for proofreaders and reviewers

Chapter 6 of The Essentials: foundational knowledge for those starting out in localization and technical communication.

Integrating localization services into project management

Chapter 5 of The Essentials: foundational knowledge for those starting out in localization and technical communication.