NZ Post
As UX Writer for New Zealand Post I worked across multiple teams conducting research, producing content, mapping user journeys, writing micro-copy, and assisting with user testing.
I enjoyed the challenge of learning the intricacies of shipping routes and EDIFACT codes, and translating those into empathetic, easy to understand content
Year
2024
Going global — writing for web
This brief came from the marketing team, to revise an old blog post into a web page about expanding small business into international markets.
The challenge
Help customers access information about expanding their business, without feeling overwhelmed, or overtly advertised to.
The solution
A web page broken into easily readable sections, with a clear flow of information from start to finish. Written in a friendly, casual tone with a focus on providing help, rather than a sales pitch.
Results
The page gained an additional 2000 unique visitors in it’s first 30 days.
Parcel Enquiry —Micro-copy and FAQs
These improvements were developed to reduce the number of help desk tickets from people who couldn’t understand what their tracking status meant.
They involved compiling and sorting a master list of more than a thousand EDIFACT codes, and rewriting them into useful, easy to understand micro-copy, push notifications, and FAQ answers.
The challenge
Help customers understand where their parcel is.
The solution
Friendly, informative copy in a variety of formats which allows customers to easily track their parcel and understand where it is along the journey.
Results
19% reduction in help desk tickets within the first three months.
6% reduction in dead and rage clicks on relevant pages.
