Elizabeth e. Anderson

Elizabeth e. AndersonElizabeth e. AndersonElizabeth e. Anderson
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  • B2C e-commerce
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    • bio
    • B2C e-commerce
    • B2B
    • content strategy
    • contact

Elizabeth e. Anderson

Elizabeth e. AndersonElizabeth e. AndersonElizabeth e. Anderson
  • bio
  • B2C e-commerce
  • B2B
  • content strategy
  • contact

CONTENT FOR CONSUMERS


CASE STUDY #1: Facebook app notification

(1/4) One of the many ways Meta aims to reduce fraudulent sellers advertising on their platforms is to gather feedback directly from buyers in the form of surveys. Noticing there was a decline in completed surveys via the prompt in the Facebook application, my team was tasked with creating a prompt to take the survey via a notification instead - which was sent to a small group of users to A/B test response & completion rates alongside the existing in-app prompt. 


    Customer Service email design

    BEFORE


    In an attempt at consistency, “Thanks for...” had been added to the beginning of each template, but in some cases - like here - it was awkward. 


    There also was no acknowledgement of the various platforms the customer could be using, and the directions for web felt buried in a wall of text.


    AFTER


    My edit covered all three channels, which reduced contact volume from confused customers who still didn't have precise directions.


    • bio
    • B2C e-commerce
    • B2B
    • content strategy
    • contact

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