PRODUCT EMAILS

OVERVIEW

I was tasked with creating a refreshed welcome email and notification email for our product. The current versions of the emails were not designed, and the content was dry and not actionable. The redesigned emails established trust and credibility with users and provided actionable next steps to take. I partnered with the Senior Visual Designer, as well as members of the support team to ensure the emails would provide the most benefit to users.

THE USER PROBLEMS

  • Users were confused by the notification email and didn't know what to do
  • Users did not know what to do after receiving the old welcome email
  • Users would call the call center with questions about the notification email

THE CHALLENGE

  • Ensure the welcome email that would work across various customer segments

THE PROCESS

WELCOME EMAIL — I started by figuring out what content could be included in the email that would work across various customer segments. I also consulted with members of the product team to figure out what could provide the most benefit to users. After drafting a version of the new welcome email, I consulted with members of our support team to get feedback. I wanted to find out if there were any areas that would cause confusion for users, prompting them to call the call center. Finally, I partnered with the Senior Visual Designer to ensure the content and design worked seamlessly together.

NOTIFICATION EMAIL — To optimize this notification email, I consulted with members of the support and product teams to figure out what wasn’t working in the current email. I consulted with a Product Manager to fully understand what triggered this email from the product so that I could clearly explain why a user was receiving this email and what they might want to do next. Then, I partnered with the Senior Visual Designer to make sure the content and design worked together. We collaborated together to make a few iterations before the final email was flipped live.

THE FINISHED PRODUCT

Explore the final designed emails.

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