Employees and the company used multiple tools to gather and share work location and activity information, but the tools and workflows included redundancies and data gaps because they weren't designed for work location compliance purposes.

Employees needed to understand why the company’s remote work policy required them to routinely confirm their remote work location and how their work location impacts them financially and legally.

Employees needed to be assured that the company would not collect data that would impact their personal privacy.

Employees needed to learn how and when to share their work location and what would happen if they didn’t.

Employees and the company needed clear, deliberate messaging, written in plain language and with the right tone, to create changes in employee behavior, maintain the employees' trust in the company, and not create legal risks for the company.

Helped hone project requirements, product specifications, and priorities with a cross-functional team (product designer, UX researcher, data scientist, engineers, product manager, payroll manager, HR, and organizational leadership), including business requirements, target audiences, available resources, benchmarks for success, and milestones for product development and launch.

Core priorities:

• Preserve employees’ personal privacy and their trust in the company.

• Gather accurate data.

• Educate employees about the company’s policies and procedures.

• Motivate employees to regularly share their work locations.

• Create an experience that easily allows employees to share and confirm their work location with minimal disruption to their existing workflows.

Helped refine the team's understanding of audiences' needs and challenges within existing workflows and tools (through close partnerships with the product designer, UX researcher, and data scientist).

Helped flesh out preliminary user journeys, flows, touchpoints, and content in initial wireframes for stakeholder evaluation and moderated UX research testing.

Created a content strategy that identified the most appropriate messaging and tone to use for each audience, surface, and touchpoint based on early UX research signals, internal content guidelines, and best writing practices.

Iteratively wrote content for low- and high-fidelity wireframes of all surfaces in Figma (for all app touchpoints) and Google Docs (for email templates and knowledge base articles).

Audited and streamlined terminology that was used in multiple enterprise products inside and outside of our team's domain, which included analyzing user journeys, hands-on product evaluations, and close collaboration with product owners.

Workshopped content and terminology with content design peers in quick feedback sessions and deeper design critiques to ensure every touchpoint met our content design team’s high standards for quality.

Helped refine periodic research studies (led by the UX researcher) to test flows, touchpoints, and content in our wireframes and prototypes.

Vetted content proposals and iterations with cross-functional stakeholders (product team, Payroll, Legal, Privacy, and HR) asynchronously (via Figma & Google Docs) and in live meetings to ensure messaging aligned with stakeholders’ needs, expectations, and requirements prior to each milestone.

Audited all surfaces to ensure repeated elements such as terminology, calls to action, language, icons, and components, were used consistently everywhere.

The initial pilot was successful! 98% of targeted employees completed their tasks and the company’s policy compliance rate increased from 7% to 49%. Based on the initial pilot’s performance, stakeholders expected that the results of subsequent rollouts (pilot phase 2 and launch) would meet the year-end goal of at least 94% compliance. (Due to internal reorganizations resulting from layoffs, Geoff was reassigned to a different project following the initial pilot.)

Standardized and scaled terminology across multiple products that employees used to report their work location and availability, which created consistency across products, eliminated confusion among employees, and improved the accuracy of back-end work location data.

Persuaded the engineering team (using resources produced by content design peers) to adopt a content-coding framework that enabled content designers to update strings in live products without needing to involve engineers, thus reducing the resources and effort required for future content updates.