Ring Help Center
CMS Migration + UX Improvements
PROJECT CHALLENGES
When we think of a business’s help center, we are often struck by the thought of a difficult to navigate maze of technical information only decipherable by the people who wrote it. Ring took this perception as a challenge to improve their own help center by putting the customer’s experience at the forefront.
THE PROCESS
As the Technical/UX Writer specializing in Ring Alarm, I oversaw the implementation of updates to all articles specific to Ring Alarm devices and features. This included editing articles for accuracy and simplifying technical language to make the information customers were looking for more easily understood. I utilized dynamic article formatting to break-up large blocks of text and make in-app process steps easily digested while updating calls to action to be in line with current UX standards. This lead into making recommendations on how to organize the articles in the help center by category to allow customers to find what they are looking for in as few click or search queries as possible.
BUSINESS REQUIREMENTS
To achieve this, the CxE team needed to audit and edit thousands of help center articles in preparation of migrating to the new Content Management System (CMS) by employing User Experience (UX) principles like unobtrusiveness, timeless functionality and intuitive design to create a more seamless interface for customers.
THE RESULT
After months of deliberate and customer-focused work, the result was a vastly improved help center that blended elegant design with friendly, colloquial and authoritative language to get customers the help the wanted when they need it most.
Ring Alarm
UX Improvements
PROJECT CHALLENGES
As part of the home security division of Ring, providing helpful in-app UX can make all the difference to customers experiencing an emergency. With the amount of legal and emergency information that needs to be given to customers, eliminating barriers to that information became a top priority. We also needed to be sure that the highly technical information was easily understood without oversimplifying it.
BUSINESS REQUIREMENTS
With finite employee resources, the Ring Alarm UX design team needed to make widespread updates to the language and design of User Interfaces (UI) within the Ring app. This necessitated focusing on accessibility, consistency and information architecture to ensure that pertinent information was surfaced at setup and easily referenced whenever the customer needed.
THE PROCESS
I partnered with the Ring Alarm UX Designers Product Managers and developer teams to craft copy that was authoritative, informative and friendly. We did this by going through multiple rounds of ideation to narrow down the most effective language for feature descriptions, legal opt-in/opt-out agreements and call to action buttons. We did all this while keeping in mind large scale improvements happening across the Ring app to ensure the work we were doing fit seamlessly with the overall vision.
THE RESULT
What resulted was improved UI that engages with the customer not just on a transactional level, but a human one, leaving them with the confidence the Ring takes their safety seriously without having to fear monger to do so. The straightforward and retroactively reference-able in-app flow takes the mystery and intimidation away from home security, removing perceived barriers to peace of mind.