At Apple, retail stores are the heart of the product experience. The magic that happens when you visit and make a purchase is some of the most special in the world. As part of the Retail App Design (RAD) team, I helped redesign the POS interface and build out a scalable, end-to-end process for creating, documenting, and implementing more user-centric messaging.
As the first full-time UX/UI writer on RAD, I inherited inconsistent, robotic in-app copy that didn’t consider an Apple retail employee’s perspective, time, or needs. Word choice, tone, and role-specific terminology were an afterthought on top of an outdated, buggy system.
Messaging needed to humanize the interface and empower retail employees to deliver an amazing customer experience by making it easier to facilitate in-the-moment transactions.
In less than a year I:
• Implemented clear, intuitive, consistent, and accessible copy across the retail app ecosystem
• Developed an organized, collaborative process for delivering UI keys, strings, and VoiceOver labels
• Integrated copy as a necessary part of cross-functional workflows, including working sessions and review with design, product, engineering, localization, accessibility, operations, and QA
• Prioritized user research sessions with retail store employees to better inform language and align messaging strategy with training materials
• Helped shape the RAD Design System and accessibility standards to create consistency and inclusive design across multiple feature releases
• Mentored and managed multiple junior writers
What I loved: Learning how to write for accessibility. Empathy level 5000.
NOTE: Due to Apple’s strict confidentiality agreement, I cannot post my work publicly. I like to think the above speaks volumes to my impact, but always happy to chat about my experience! You can also go to any Apple retail store and see it in action!