I worked on the Global Support Content team, where I wrote and edited internal and customer-facing support content (app screens for automated workflows, Help Center articles, and reply templates for support agents, onboarding and technical guides, and more), managed our content guidelines, and led special projects.

Content guidelines

I managed our team's guidelines for designing and managing support content, including app screens for automated workflows, Help Center articles, and reply templates for support agents.

Guidelines consolidation

Problem

After years of adding and expanding our guidelines, some parts became duplicative and redundant for content creators.

Action

I led the initiative to consolidate our guidelines, hosting brainstorming sessions and collaborating with regional teams to determine what to update.

Result

I reduced site architecture by nearly 75%, creating a single set of more user-friendly guidelines that were relevant to content creator responsibilities.

Guidelines creation

Product screens for automated self-service workflows

Problem

Content for the workflow screens had no structured documentation, which resulted in:

Inconsistency in layouts, design components, and tone of voice due to multiple content creators drafting content
Improper formatting of component copy and dynamic variables
Limited context for stakeholders reviewing screen copy

Action

I documented known issues and interviewed product managers, engineers, editors, and content creators to understand additional pain points in the content creation process.

Result

I created guidelines for the automation screens, which included:

Designing screens based on intent, end-to-end experience, and desired action, and identifying gaps in the workflow UX
Selecting available components and correctly formatting component copy and variables
Highlighting brand voice and tone and localization best practices
Messaging framework templates for improved stakeholder context

Help Center articles

Problem

Our team’s previous guidelines for creating and managing Help Center content were disorganized, difficult to navigate, and had outdated instructions and minimal information on managing content.

Action

I audited existing guidelines and gathered input from regional content teams to determine what to add to the guidelines.

Result

I updated the site architecture for easier navigation that outlined:

What our support content should do and how to design different article types
Auditing content and optimizing discovery
Review and translation processes

Help Center CMS migration (Uber for Business)

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).

Problem

The Uber for Business Help Center had:

Poor organization by persona type (2 separate Help Centers)
Redundant content (120+ articles and 3 different sites to support 3 languages)
Bad customer experience due to maintenance support and unscalable updates

Action

I managed content updates for the migration, restructuring the site architecture (after learning many organization didn't even use one persona), consolidating help articles, and publishing content in the new CMS.

Result

The new site had:

Reduced content by 54% into 1 Help Center
Improved information architecture by organizing content more granularly by topic/issue
Better data insight since we can track key KPIs and run experiments to improve the user experience
Scalable feature requests due to updating content ourselves and internal teams improving features
Better customer experience since issues get resolved faster internally

The old

The new

After testing the site, 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 correct Help Center.

Onboarding guides

In collaboration with the Uber for Business Marketing team, I wrote content for onboarding 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

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