UX WRITING: BANK OF AMERICA

UX Writing Samples

I started at Bank of America as a Sr. UX Content Strategist contractor. I was hired and soon promoted to UX Editorial Design Manager. I managed a team of full-time employees and contractors as well as oversaw content development for Online Banking and the Bank of America Mobile app redesign. My main projects were Apple Pay, Accounts Overview, Travel Notice, Help & Support content and cross-promotions for Merrill Edge.

I was the Content Strategy Lead for the launch of Apple Pay for Bank of America. The goal was to make Apple Pay appealing and capture how simple it was to add a Bank of America credit or debit card to drive customer engagement.	I was the Sr. Content Strategist for the Accounts Overview redesign, a page every Bank of America customer accesses. When a user selects a tile, it opens to provide convenient access to complete a task or it can present marketing copy for an upsell/cross-sell. The design allows the tiles to be used for both Service and Sales opportunities. I wrote the marketing copy for Open an Account.	I was the Sr. Content Strategist for the Mobile app redesign which was aligned to the desktop design. Before the redesign, the mobile app had a grey log in screen. For the tile content, my recommendation was to balance Service and Sales content to support customers in achieving financial milestones (educate to engage) and reinforce the brand positioning (we’re here to help). Today, the mobile app has 35.5 million users and is the #1 banking app according to J.D. Powers.
I wrote the copy to promote Merrill Edge to existing Bank of America customers. The goal was to emphasize the benefits of Merrill Edge as well as the ability to view both bank and investment accounts in one area (Accounts Overview).	I created a Bank of America promotion for Merrill Edge customers to explain some of the product offerings from the bank. The goal was to cross-promote products and services to each audience to increase sales and enrollment.	I created copy for the Travel Notice online experience. By offering customers the ability to set and change travel notices online the amount of calls to customer service were greatly reduced. Customers also stated they were happy to be able to complete this task without having to contact Bank of America.
An agency was engaged to create content for the Careers' site. I sent suggested copy to provide direction and they used it verbatim. I think I had an advantage from being at the bank for many years; I had a solid grasp of the Bank of America brand voice and that came through clearly.

UX Writing Samples

I was the Content Strategy Lead for the launch of Apple Pay for Bank of America. The goal was to make Apple Pay appealing and capture how simple it was to add a Bank of America credit or debit card to drive customer engagement.

I wrote the copy to promote Merrill Edge to existing Bank of America customers. The goal was to emphasize the benefits of Merrill Edge as well as the ability to view both bank and investment accounts in one area (Accounts Overview).

I created a Bank of America promotion for Merrill Edge customers to explain some of the product offerings from the bank. The goal was to cross-promote products and services to each audience to increase sales and enrollment.

An agency was engaged to create content for the Careers' site. I sent suggested copy to provide direction and they used it verbatim. I think I had an advantage from being at the bank for many years; I had a solid grasp of the Bank of America brand voice and that came through clearly.