INDUSTRY. Non-profit.

CHALLENGE. The American Red Cross (ARC) has been doing the good work for decades. And like any organization that has been running for so long, it had developed some challenges. One of those was content. Specifically, the content across RC Care, a core product responsible for capturing case data, generating client emails, and more. The main issue was that the writing was often long, complicated, and unclear. This was a problem for disaster response volunteers, and an even bigger problem for those in crises who were depending on the ARC’s support.

WORK. I worked directly with the principal UX designer leading RC Care’s refresh. Her vision for the project was to eliminate friction across every facet of the product experience. For my charge, that meant aligning RC Care’s writing with the Red Cross’s tone, values, and mission. Over the course of the engagement, I audited ~90 pieces of content including emails, text messages, buttons and other in-app guidance. I revised each using a plain language, trauma-informed lens, and turned around copy that was clear, crisp, and written at a third-grade reading level. The impact of this project was a reported increase in efficiency (% TBD).

Agency: N/A (Independent)