UX Writer and Content Design Intern at Wayfair
Overview
As a UX writing intern at Wayfair, I worked on two major projects, collaborating with researchers, designers, and product managers. I designed brand new content for Wayfair’s “Open Box” program, helping the company to build out capabilities to sell more products. I also conducted an audit of all error messages on the Wayfair site to better orient, inform and guide Wayfair customers.
Duration: June to August 2023
Role: Acted as UX Writer and Content Designer
Project 1: Open Box Content Design
Open Box is a program that Wayfair offers in order to sell returned items at a discount. All Open Box items are in like-new condition, with no flaws. Open Box is an effort to reduce costs at Wayfair, but despite the Open Box program a significant amount of Wayfair product is still being liquidated or junked due to minor cosmetic damage.
The Design Opportunity
1. To design new Open Box content on Wayfair's site in order to sell additional items at lower tiers other than Like New, such as Very Good, Good, and Acceptable.
2. To expand the description of the Open Box program and inspection process on the website so user’s have enough information about Open Box items to feel confident while making a purchase.
3. To build out capabilities to sell more Open Box products and create less waste as a company.
The Design
A detailed, seamless, and enjoyable user experience that provides quality information about Open Box items through detailed condition tiers and an inspection process description.
Initial Content Designs
During out first round of design testing, my team created accordions to describe the Open Box items in more depth. The content we created expanded upon the description of the Open Box program and explained an in-house Wayfair inspection process in order to build customer trust. We also created a condition guide with three condition tiers—Like New, Good and Acceptable—so we could assist Wayfair in selling additional items in various conditions and assist customers in knowing what to expect when purchasing.
Our initial designs, which included information about the inspection process (outlined in red) and the addition of multiple conditon tiers (outlined in purple).
User Feedback
Our content models underwent a round of user testing, which confirmed that users appreciated the examples in the condition guide, but still desired further distinction between the condition tiers. Additionally, they desired more information about the inspection process.
User quotes:
Final Content Designs
The Addition of a “Very Good” Condition Tier
To meet these user needs, we ideated again and made two major changes. The first change was the thoughtful addition of a Very Good condition tier, between Like New and Good, since users expressed that the jump from Like New to Good was confusing and too broad.
The addition of a Very Good condition tier (outlined in purple).
The Addition of an Inspection Process Accordion
The second change we made was the addition of an inspection process accordion, where information about the inspection process could live, providing users with a look into the review process of Open Box items in order to build customer confidence.
The addition of information about the Inspection Process in a separate accordion (outlined in purple).
Content Modeling Process
Our workflow in Figma and Miro ideating continuously to prototype different content designs.
Final Open Box Prototype in Action
Reflection
UX Writing was a crucial part of the design process in this project. The user research informed us that customers ideally wanted images and damage notes of the Open Box products. Wayfair is not able to support this desire yet, so working within this design constraint, I was able to use copy to solve the problem while still identifying a content opportunity to include images and damage notes in the future. I also had the wonderful opportunity to work cross functionally, collaborating with other designers and researchers. I learned to incorporate user feedback and implement research constantly into every iteration of copy.
Project 2: Error Message Audit
Overview
During my time as a UX writer at Wayfair, I conducted an audit and rewrite of all error messages on the Wayfair site to better orient, inform and guide Wayfair customers. I also created a document containing guidelines and recommendations for writing error messages to ensure that all future messages are consistent and meet the user’s needs.
Error Message Audit
I compiled a list of Wayfair error messages and organized them in an Airtable, adding a new, rewritten message to the table and including crucial information about the type of error and about the design of the error message. This Airtable content was used by the engineering team to make necessary changes to the Wayfair website and app.
A screenshot showing a section of the Error Message Audit on Airtable, which included the old message, the edited message and all other necessary error message information.
Error Message Guidelines and Recommendations Document
I also created a guidelines document for writing error messages to assist other content designers, product designers and / or engineers in designing or addressing error messages in their own work.
A screenshot showing a section of the Guidelines for Writing Error Messages document which included examples and information on how to write and design different types of error messages in helpful, specific, concise ways.
Reflection
While conducting the error message audit at Wayfair, I was able to address and meet the needs of Wayfair customers. By improving the site's error messages, I designed content that better oriented and informed shoppers, improving the customer experience. At the same time, this project allowed me to serve my peers at Wayfair by creating internal documents that benefited other Wayfair employees in their own work.