TRACEY JOHN

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DIRECTV

MULTIPLE PROJECTS Web & Mobile Streaming Applications, My Account Services 

ROLE UX Writer

Launched in 1994, DIRECTV is a direct broadcast satellite provider serving households in the United States, Latin America, and the Caribbean. In 2015, AT&T acquired DIRECTV for $48.5 billion.

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RE-INVENTING SELF-CARE FOR CUSTOMERS 

Based on analytics and user research, DIRECTV wanted to streamline the "My Account" (i.e., "self care") experience for existing customers by revamping the visual design, user interface, and copy for both mobile and web.

I worked closely with UX/UI designers, developers, and business analysts to write instructional copy for all of the "My Account" sections, which included bill pay, equipment services, and channel subscriptions. I also participated in user research, writing copy for prototypes and A/B testing to ensure customers understood the nomenclature and instructions, revising whenever necessary. 

Additionally, I wrote user interface copy that appeared in future state design concepts for online streaming services. I also worked with call centers to write scripts for online FAQs, helping users find simple instructions online (and helping the business reduce call center volume).