Becky Wood | Content That Clicks
Content that converts.
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UX Writing

 

UX Writing

 
 

Solv Health Homepage & Booking Flow Redesign

Goal: Rewrite the homepage for Solv Health, a popular urgent care and COVID testing app, to increase customer bookings and communicate brand benefits

Results:

  • Increased incremental urgent care bookings by 14% vs the original website

  • Emphasized new customer use cases to capture more video visits, COVID-19 tests, and other non-traditional appointment types

  • Launched new Solv messaging and customer value propositions across platforms

As Uber’s first CRM content strategist, I designed a seamless user experience across 48+ unique customer touchpoints in the Uber app and via email. I led content strategy for the launch of features like Uber Pool, Uber Bike, and scheduled rides, from the initial feature announcement to the booking flow, on-trip communication, and post-trip followup. My work included naming new app features, user testing several variations of copy, and auditing communications for style and consistency. As part of my rider communications overhaul, I led content trainings for marketers across 300+ city teams worldwide.

Uber In-App Tipping Launch


Goal: Announce the launch of Uber’s first in-app tipping feature and encourage riders to give their first tip  

Results:

  • $2 million+ in matched tips the week of launch 

  • Overwhelmingly positive press for a long-awaited feature 

  • 9 unique emails, push notifications, SMS, and in-app copy sent to 2M riders

  • Revamped messaging based on user testing

Uber Rider Communications Audit

Goal: Review all of Uber’s customer lifecycle communications and offer recommendations for style and consistency

Results:

  • Rewrote 48+ unique customer communications, from signup flow to post-trip receipt and cross-promotion with Uber Eats

  • Wrote Uber’s first consumer style guide for email, push, and SMS, with rules and tools for local marketers

  • Led trainings on brand voice and tone for 300+ city-level marketing managers

Uber Bike Launch


Goal: Introduce Uber’s first-ever bike rental option with consistent messaging across email, website, and the Uber app 

Results:

  • Drove 14k signups for Uber Bike in the first month

  • Tested messaging in three pilot cities before rolling out the feature to 30+ cities worldwide