Project
I led content design for the entire transformation, ensuring clear, effective communication throughout the user journey.
Challenge
The challenge was to migrate a complex, paper-heavy process online without overwhelming users.
My role
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I partnered with cross-functional teams to map out user journeys and ensure content aligned with customer needs and technical constraints.
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I led discussions between teams who own the legal content to adapt it to the online format.
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I crafted, iterated and validated the finan content and operational communications.
Solution
I developed scalable content systems, user-friendly copy, and content guidelines for forms, dashboards, and communications.
Outcomes
The digitized loan process improved customer satisfaction and reduced manual processing time, helping BDC scale its services.