Overview
The Customer Identity and Access Management (CIAM for short) team asked the Customer Experience Design (CXD) team to assist in creating a global log-in experience. This login experience would then be applied to any publicly-facing Fannie Mae program that requires a log-in from an external user.
The ask
I joined the project to tweak microcopy throughout the global log-in experience.
My role
• UX writer
I also worked directly with a UX designer to make this work a reality.
Tools I used
• Excel: to house strings and microcopy
• Sketch: to visualize content edits
• Sketch: to visualize content edits
My process
I was brought in late in the design process and our UX designer already drafted a lo-fi wireframe with basic content. Our main stakeholder already approved the wireframes and was eager to get the visual improvements into production.
The UX designer I worked with had gone through my content training (!) and noticed there were some incremental content improvements I could add. He was able to get the content improvements added to the product team's latest sprint.
• I took an audit of the content that existed in the wireframes, organized our strings in Excel, and labeled microcopy edits in Sketch.
• I took an audit of the content that existed in the wireframes, organized our strings in Excel, and labeled microcopy edits in Sketch.
• In addition to working with a fellow UX designer, I also collaborated with product owners. When drafting up edited microcopy, I made it a point to explain why I edited the messages the way I did and tied in standards into Blueprint, our design system. This helped me get buy-in on pushing the content updates.
The outcome
Edited microcopy for the log-in experience that is now in production! The log-in experience should go live early 2021.
What I’d change…
My engagement on this experience was short and close to delivery. If I had more time, I'd change a few things:
• Hook it up to Google Analytics: I’d love to see how easy or hard it is for users to get started. How long do they stay on the page? How often do they go to the Help section? If so, where do they go on the Help page?
• Conduct content-specific research: I wish I had the opportunity to do some of my own research and testing on the content. Specifically, I'd love to know which word choices resonate best. I tweaked content according to content best practices and our design system but felt we could have included users more in this process.
• Embed a UX writer on the team: instead of a quick, touch and go engagement, embed a UX writer on the team so they can go deeper on solving user issues under the lens of content.
• Hook it up to Google Analytics: I’d love to see how easy or hard it is for users to get started. How long do they stay on the page? How often do they go to the Help section? If so, where do they go on the Help page?
• Conduct content-specific research: I wish I had the opportunity to do some of my own research and testing on the content. Specifically, I'd love to know which word choices resonate best. I tweaked content according to content best practices and our design system but felt we could have included users more in this process.
• Embed a UX writer on the team: instead of a quick, touch and go engagement, embed a UX writer on the team so they can go deeper on solving user issues under the lens of content.