Nik is a creative director, copywriter, and content strategist working in Seattle.
Getting users to do more of the work for the ecommerce giant.
How do you make more work feel like less?
The Amazon customer experience team was rebuilding its product return flow to increase self-service usage and reduce strain on support call centers. As lead content designer on an agency team, I was tasked with writing micro-copy and determining direction to serve as the template for internal Amazon content teams to build out all major product support pages.
Working with UX designers at the agency, I created a number of different flows for the Amazon team to use, prioritizing different aspects of convenience for the user's sake - one required more user input in order to weed out unrelated issues, one highlighted most common issues at the expense of extra taps for edge cases, and the last gave the most flexibility through search functions. We put these all into trials with Amazon.
In the end, the "drill down" concept won, and the pilot program is being built out into all current and future Amazon-owned products.
Check out some of my other favorite work.
