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PORTFOLIO > CASE STUDY #5
Auditing content to drive strategic product improvements
Surfacing wording and UI/UX inconsistencies to improve the Front admin experience
Context
Problem
The SaaS startup’s transition from Angular to React revealed content inconsistencies between legacy and newer feature additions within the admin experience, including user interface elements, and disjointed information architecture.
As the content designer supporting the admin team, I identified an urgent need to:
Surface content and UI inconsistencies
Improve clarity for new and existing users
Create a scalable approach to content design
Goals
The goal of the audit was to surface opportunities for improving the clarity and consistency of the settings content. With a better understanding of the scope of necessary content work, our team could then prioritize improvements for future quarters.
Key outcome
By meticulously documenting and prioritizing content improvements, I helped align design and product teams, laying the groundwork for a more intuitive user experience.
Process
Qualitative research
I employed a multi-faceted research strategy to understand user experience:
Conducted screen-by-screen settings review
Analyzed recorded customer success onboarding sessions
Participated in foundational user research interviews
Tracked moments of user confusion, hesitation, and misunderstanding
I reviewed the settings screen-by-screen to capture first impressions and identify confusing touchpoints for new users. I watched recorded sessions between customer success engineers and onboarding customers to better understand admins' goals and how they used Front. This helped me assess how well our content supported key tasks.
I also took notes and participated in synthesis sessions for a foundational research project. These user interviews provided insight into how admins perceived the software’s capabilities. I noted when they seemed confused, stuck, or unaware of a feature’s value.
Documentation
I developed two critical documents:
A Dropbox Paper tracking content opportunities
A comprehensive recommendations table organized by complexity
I organized my findings in a Dropbox paper doc that served as the admin group’s source of truth for content opportunities. This document was a catalyst for conversations with leadership on future priorities. I wrote microcopy and logged surface layer edits for straightforward bugs in Jira.
Over time, I connected the dots and began to see the system as a whole. I created a second document with tables of recommendations, organized by complexity, from simple fixes to larger, system-wide changes.
This triaging process helped define the scope of the necessary content. It also laid the groundwork for establishing alignment with stakeholders. As the admin team’s first content designer, I wanted to highlight content’s role in encouraging feature adoption.
I troubleshooted several bugs. I suggested fixes and logged them in Jira. One such update was to the confirmation dialogue. The previous version included a headline that didn’t match the CTA. There was incorrect capitalization and it asked an ambiguous and confusing question. My updated version clearly stated the consequence of discarding changes.
Before
After
Outcomes and impact
This project positioned me as a strategic partner in product development, demonstrating how thoughtful content design can:
Improve user experience
Facilitate cross-team collaboration
Drive product clarity and consistency
I presented my findings at a design review with the full design team and several product managers. This gave designers a holistic view of some of the content-related patterns and opportunities throughout the product. This coincided with the addition of a central repository for UI components (Storybook). Sharing the audit was a useful catalyst for deeper conversations around the intersection of design and content. In the end, it served as a living source of truth that our team referred to and engaged with. Tagged stakeholders and managers commented on items and discussions developed throughout the document.
The audit identified opportunities to improve our content design practice and style guide. Previously, there was no consistent reference, making it hard to maintain uniformity. The other content designer and I launched two projects: one focused on capitalization, and the other on standardizing CTA button language.
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