Nike: Career transition support

In 2020, NIKE, Inc. was preparing to significantly reduce their workforce of 80,000+ employees. There was a critical need to provide impacted teammates with career and layoff-related resources once they no longer had internal access to company resources. I was on a four-person tiger team tasked with designing and building their experience.

Objective

• Give former employees an easy way to access exit benefits after leaving Nike

Challenges

• Exit benefits were scattered across systems and vendors with no single entry point

• The content addressed job loss, so tone had to be direct without being cold or making assumptions about the attitudes of former employees

• Tight timeline for multiple approvals

My role

• Partnered with product design, user research and engineering to design, build and launch a comprehensive 0 to 1 off-boarding site that enabled former employees to access critical information

• Wrote all UX copy across web and mobile experience ensuring it was clear, direct, concise and respectful

• Developed site taxonomy

• Met localization and translation requirements

• Designed and launched within a week

SurveyMonkey: Content design lifecycle

In 2022, after recognizing broken communication channels, I facilitated a 5-hour workshop series to optimize our cross-functional content workflow.

Objective

• Document a foundational, repeatable process for designing SurveyMonkey content

Challenges

• Copy and documentation produced by multiple teams with different levels of resourcing

• Unclear roles and responsibilities

• Confusion on end-to-end customer journey

My role

• Facilitated a user experience sprint outlining the customer journey we were targeting alongside our content production lifecycle. In the sessions we did the following exercises:

  • What content do customers need? Together we looked at a customer journey, customer feedback, and known pain points. Each team marked where they know content is needed both internally and externally.

  • How does content get created? Each team filled out a “recipe” card where they answered a series of “where, who, how, what” questions about their content production process. We discussed the cards to align on roles and responsibilities along with what we needed from one another to produce high-quality content.

  • Put it on a timeline! We took the actions and deliverables from the recipe card exercise and arranged them on a general product manager timeline. This helped the team see where our work converged and diverged so we could set expectations for reviewing the work of other teams.

Impact

• After implementing and scaling out the working process, teams across disciplines were communicating better and getting content produced with noticeably less back and forth.

• Feedback from participants:

  • “Definitely the best run of any meetings I’ve attended at Survey Monkey!”

    — participating product manager

  • “To put it plainly: Emily is going above and beyond what is expected of her. Her dedication to ensuring we all communicate better is like the rising tide raising all boats”

    — participating UX writer