UX Copywriting

Case Study: Revamping the Refer-a-Flow

The refer-a-friend program is a powerful tool for building an emotional relationship with the customer. In response to UX research that showed that most users purchased on the app but used the refer-a-friend program on the web. To improve user experience, the refer a friend user flow was reworked to be more personalized, easy to use, and in keeping with CM

The objective was to keep users in the app, where most are accessing the refer-a-friend program (as a web view). The goal was to improve the user experience, allowing the CRM team to run more campaigns, and pave the way for personalization.

Case study: Onboarding Flow
In order to update the Back Market app for the US user experience, we decided to create a personalized onboarding flow. Before the new onboarding flow was created, users would open the app and land directly on the home screen, with the only element of personalization being their name and a slew of devices that were recommended for them based on past purchases.

In the new user flow, users are able to share identifying information, select the products they’d like to see and learn why Back Market isn’t just about buying tech — it’s about sustainability, too.

Implementing this onboarding flow resulted in the opt-in rate 6.4% higher than compared to control tests without the onboarding flow, resulting in a live implementation, globally.

Case Study: Sustainability Data
In order to strengthen the mental link between buying refurbished tech and lowering our impact on the planet, these educational modals were developed for product landing pages. Working with our sustainability, product, and legal team, I created copy for the following blocks to provide an informative and entertaining entry point into understanding the link between refurbished and the planet.