RACHAEL HYLAND
Error messaging content strategy
I delivered this presentation to the entire content design org at Intuit across QuickBooks, Credit Karma, Mailchimp, and TurboTax.
This presentation was the culmination of a months-long project to overhaul several key error messages in the billing and subscriptions space that were causing a lot of headaches to customers and costing the business thousands of dollars in support calls.
My content design manager at the time encouraged me to give a presentation to the entire company on the strategy I had honed while working on this project. Personally, I'm kind of an error message freak—I love them to an irrational degree. So I had a lot of fun working on this project, preparing this presentation, and presenting to much acclaim.
How to collaborate more effectively as a content designer
I delivered this presentation to the entire content design org at Intuit across QuickBooks, Credit Karma, Mailchimp, and TurboTax for the company's content design conference, Lorem Ipsum.
One of the challenges and opportunities content designers often face is how to collaborate effectively with their triad and beyond so they can make their voices heard, advocate for content effectively, and become an integral part of the end-to-end design process. In this presentation, I shared tips and tricks I've learned along the way for relationship building with everyone from product managers to UX researchers.
Content testing made easy
I delivered this presentation to the entire content design org at Intuit across QuickBooks, Credit Karma, Mailchimp, and TurboTax.
During my time on the payroll policies team, two of my content design managers encouraged me to share my content testing methodology with the entire content design org at Intuit.
I'm very passionate about content testing because I've seen how it can streamline discussions regarding product naming and other in-product terminology from a place of subjective stakeholder opinion to language that is more user centric. Content testing is a powerful tool in any content designer's belt because it changes the way people view content from subjective to more objective. It also empowers direct user feedback to shape the language we use in product and thereby create products that truly resonate with customers.