Conceptcontent design
GroundWork
An honest error message earns more trust than a banner
Problem
Inherited error messages blamed customers, gave no facts they could check and offered no next step.
My role
Solo: UX writing, content strategy, accessibility annotations and an EN → FR-CA localisation pass.
Outcome
Product, cart, checkout and notification copy, with voice principles and a content QA checklist. Impact figures are modelled, not measured.
- Role
- UX writer & content strategist
- Team
- Solo
- Tools
- Figma, HTML, CSS
Concept project. GroundWork is a fictional brand. Impact figures in the case study are an illustrative model; revenue and conversion are not claimed.
1. One line, before and after
Before
“Error: invalid quantity.”
Inherited
Blames the customer and gives no next step.
After
Cause + fix
Rewritten
Explains what went wrong and how to fix it, in the customer’s words.
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