I currently work on the Global Support Content team, where I manage special projects and write internal and customer-facing support content. This typically entails help articles on help.uber.com and reply templates for support agents, but also the occasional marketing copy, UX content, and onboarding or technical guide.

Support Content Guidelines

I helped our team create guidelines for creating and managing Help Center content and reply templates for support agents.

Help Center guidelines

Our team’s previous Help Center Content Guidelines hadn’t been touched in years and contained minimal information on creating help articles.

With input from regional content teams, I created guidelines that outlined:

• What our support content should do and how it should feel to users

• When to update help articles instead of creating new ones

• Writing different types of help content and when to use them

• Optimizing content discovery for users

• Which teams need to review various types of updates

• Submitting content for translation

The old

• Contained outdated instructions

• Content was disorganized

• Consisted of one long page that was difficult to navigate

• Had minimal information on managing content

Uber for Business

Since I started at Uber, I’ve primarily worked on support content for Uber for Business. The most exciting projects were the Help Center migration and getting started guides.

Help Center migration

A multi-team and cross-departmental effort, we migrated the Uber for Business Help Center from uberforbusiness.com (managed externally by an agency in Wordpress) to help.uber.com/business (managed internally in our in-house CMS).

The migration allowed for:

• Better data insight. The old site had very little analytics on Wordpress. The new site lets us track key KPIs and run experiments to improve user experience.

• Scalable feature requests. With the old site, we had to pay the agency every time we wanted a new feature or a header updated. The new site allows us to update content ourselves and work with the internal Engineering team to add and improve features.

• More logical content categorization. The old site was broken down by role type. After finding out many organizations in different regions didn’t even use one of the roles, I eliminated that top level so we could organize content more granularly.

• Improved customer experience. The old site was constantly going down and, after ending the relationship with the agency, we had no maintenance support. Since the new site is managed internally, issues will get resolved much quicker.

The old

• 120+ articles

• 2 Help Centers organized by role type

• 3 different sites to support 3 languages (English, Spanish and Portuguese)

After testing the site with a customer, we discovered some confusion around which Help Center (Uber for Business, Rider or Uber Eats) to visit for specific issues. The blurb I wrote for the new homepage directs users to the appropriate Help Centers.

Getting started guides

In collaboration with the Uber for Business Marketing team, I wrote content for getting started guides to help various business customers get set up and ready to ride, eat, or arrange guest rides with Uber:

• Admin travel/meal guide

• Coordinator guest rides guide