GoodRx care
Product content design and user experience
GoodRx’s telehealth product, GoodRx Care (formerly known as HeyDoctor), gathers basic health information from patients when they sign up to see a doctor or nurse. But patients found the intake flow misleading and confusing, leading to mismatched expectations. To address this challenge, I audited the entire user experience, assessing overall content quality, which messaging and content performed better, and which topics or language resonated most with the audience.
Based on this audit, I created extensive recommendations on how to improve the experience, focusing on reducing friction and building trust. I then wrote natural language and UX copy to drive user engagement within the GoodRx Care experience, working to eliminate friction and confusion in the user flow. I partnered with product managers, designers, and researchers to implement these recommendations in other products across the GoodRx ecosystem.
Image: CPS.edu
CHICAGO PUBLIC SCHOOLS
Content strategy implementation and migration
I led the execution of the content strategy plan for the Chicago Public Schools CPS.edu redesign and migration. Managing the migration of 1000+ pages from Sharepoint to Episerver, I worked closely with CPS staff to transform their content to be parent-facing and to support usability and editorial best practices.
Using feedback gathered from focus groups, stakeholder interviews, web analytics, and site surveys, our team reorganized the site to better serve families with a more accessible and more equitable user experience. I co-led parent focus groups in English and Spanish to ensure we incorporated crucial parent feedback.
New features included tailored audience landing pages, a parent engagement section, an enhanced schools search, and a robust department directory. We couldn’t have anticipated the pandemic and resulting shift to remote learning when we started the project, but clear access to information is now more important than ever.
The new CPS.edu launched in summer 2020, just in time for the remote school year to begin.
Image: Inspired by Marvin blog
MARVIN WINDOWS
Thought leadership, strategy, and writing
For this premium window and door company, I created a content strategy plan for multi-channel content, marketing, and brand communications. With inspiration and ideas from attending NeoCon, the annual commercial interior design event, I reported on trends and developed strategic content pillars to ensure content creation aligned to business goals. I also wrote long-form thought leadership articles for custom publications and Marvin’s blog.
Image: Chicagohumanities.org
CHICAGO HUMANITIES FESTIVAL
Content strategy and persona development
This project included persona development, an exploration of new digital touchpoints to connect with CHF’s young professional audience, and a competitive analysis of demographically similar cultural festivals. I created and led a content strategy presentation and work session for CHF’s digital steering committee.
Image: GatherContent
CARGILL’S 150th ANNIVERSARY
Multi-platform content experiences
To celebrate the storied agricultural company’s 150th anniversary, our team created a content strategy centered around Cargill’s core values and industries.
I managed content across multiple digital and print platforms, including iPad apps, plasma screens, print books, and other promotional materials. Components included a new global, responsive website; interactive elevator bank murals with an animated storytelling experience; and a premium coffee table book.
On GatherContent, I wrote about how we used this content management tool to create a multi-faceted print and digital content suite in honor of this occasion.
"Jackie is one of the most talented content experts in Chicago."
Karen Semone
Vice President, Ignite Studio Leader, Retail and Consumer Goods at Salesforce