The strategy

The new security checkpoint enables an intermediary step in the registration process that requires SMS intervention. While devs incorporated the newly added step to repeal fake account creation attempts, real users might be affected, too. By the time I joined the project, the content designers had mapped the workflow in Figma with space for the required intermediary step to be introduced and collaboratively improved.

My role

As a Flex Scaled Help Content Strategist on a contingency contract, my role was to ensure there were no gaps in registration and onboard help center content. I started by auditing what already existed. My audit compiled all cross-channel help center content in the registration space. I developed criteria based on user experience to determine whether or not content needed to be updated and had my criteria approved by my manager.

Where applicable, I updated the content—following style and accessibility requirements—to account for the new user experience. The Figma-based updates were written and compiled by me and approved in Google Docs by the cross-functional stakeholders. Legal, privacy, product, and support teams review my content changes to ensure they meet standards, including style and accessibility. The changes are then either incorporated into the content, translated and published, shelved for later, or overruled.

The impact

My contract ended before I could see the changes pushed live. I did, however, learn more about the product release requirements and progressive feature release at maximum scale, across the globe. As a product manager, I have experience managing this same process with three developers for a regional market of organic meat customers. You could say that I knew just enough to appreciate the value of scale and to learn all the higher-level requirements that smaller teams don’t have the time or resources to understand.

WhatsApp Registration Security Protocol Change

The project

The tools

The strategy

My role

The impact