UX Writing, content design and research
Years
2023 - 2025
MEGA The Privacy Company
MEGA The Privacy Company offers cloud storage and online privacy and security B2B and B2C SaaS. They have more than 300 million users worldwide. I currently lead a small, agile content team in UX writing, content, ad copy, and social media. I’ve contributed to the successful launch of three new products, and an updated, warmer tone of voice across the company’s outgoing communications.
Years
2024 - 2025
MEGA Pass
The opportunity
MEGA Pass is a new password manager launched in 2024. Available as an app for Android or iOS, and a browser extension.
What I did
I was in charge of all micro-copy for this product. I also assisted with market and user research, and helped design the marketing strategy. See more of that work here.
Results
Over 20,000 downloads in the first three months.
Increased conversions from free to paid accounts by 2%.
Empty states — chat and meetings
The opportunity
The empty states across the platform were a wasted opportunity to inform users about under-used features and represent our tone of voice.
What I did
Rewrote the micro copy for several empty states to provide more information and a warmer, more empathetic tone while staying accessible and easy to translate. Conducted AB testing to confirm.
Results
6.3% increase in new chats, meetings, and contact invitations.
Research — Sync and Backup
The opportunity
MEGA’s Sync and Backup features are currently under-utilized, but are an important feature for both hot and cold storage. Preliminary research showed users were frustrated with Backup, because it failed to meet their expectations. Worse, the web page misrepresented these features, leading to more confusion and ultimately contributing to churn.
What I did
Conducted research into the features, user expectations, and how MEGA’s current offerings aligned with user needs and competitors offerings.
Results
Two new features added to the 2025 roadmap to align with user expectations.
Sync and Backup webpages rewritten to better explain the benefits of each feature.
Read the full research report below. For mobile, click to view as a PDF.
Google Play store listing
Research — Sharing experience
The opportunity
Being able to share a file or folder is one of the core functions of cloud storage, but MEGA has known for many years that the experience was sub-optimal. Many users prefer MEGA for cold storage, choosing to download files, then upload to another service before sharing them. Since sharing is a significant contributor to new paid users, it is essential that MEGA improves this journey for customers.
What I did
Reviewed the journey for sharing a folder, generating a shareable link, and a file request. Conducted user testing to observe these interactions and discover specific pain points.
Results
My recommendations were followed, and a new share experience is currently in development, with a final design which closely mirrors my suggestions.
Read the full research report below. For privacy, the videos of user testing cannot be shared outside of MEGA, therefore video highlights have been replaced with screenshots. For mobile, click to view as a PDF.
MEGA S4 object storage
The opportunity
MEGA S4 is a new cloud storage product launched in 2024.
What I did
I was in charge of all micro-copy for this product. I wrote and designed the introduction guide for new users. This involved researching highly technical information, and translating it into content which would be simple without feeling patronizing for tech savvy users, or losing accuracy.
I wrote and designed the promotional EDMs and social media campaign for its launch. I ghost wrote the product blog. I was involved in the writing and design of the product page.
Results
The product was successfully launched in December 2024 and has so far exceeded revenue expectations.
Empty states — Media search
The opportunity
The empty states across the platform were a wasted opportunity to inform users about under-used features and represent our tone of voice.
What I did
Rewrote the micro copy for several empty states to provide more information and a more empathetic tone while staying accessible and easy to translate. Conducted testing to confirm.
Results
User-focused, informative micro-copy.
AB testing allowed us to find the tone that resonated best with our core users - warm, empathetic, but not too cheeky.
Encryption key rotation
The opportunity
Extra security features for MEGA Chat were difficult to find, and poorly explained within the UI.
What I did
Reviewed and simplified the journey, and rewrote the micro-copy
Results
Concise, jargon free micro-copy which clearly explains the feature
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
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.
