SCOPE
Team + My Role
I worked closely with Profi’s product and marketing teams to enhance the SaaS email series, ensuring they were clear, concise, and aligned with user expectations. As the lead UX writer and researcher, I was responsible for both writing new emails for new features and using this opportunity to revamp the entire email series. My role involved conducting user research to identify pain points, analyzing language preferences, and then applying those insights to craft more effective, user-friendly content.
Goals
Conduct qualitative user research to understand user preferences for tone, clarity, and content structure in email communications
Rewrite and improve existing email templates to ensure consistency and a more neutral, direct tone
Create new email content for updates such as session bookings, cancellations, and client notifications
Collaborate with product and marketing teams to ensure the emails were aligned with product changes and user needs
PROCESS
To enhance the email experience, I started by conducting user research, including surveys and in-depth interviews, to understand how users felt about the current emails and what improvements they would like to see. These conversations helped me identify pain points like overly formal language and unnecessary complexity, and revealed that users preferred direct, clear communication that quickly delivered the information they needed.
APPENDIX
Through user feedback and research, I updated the email copy to improve clarity and tone, making it more aligned with user preferences. The focus was on making the content concise and to the point, particularly for new feature announcements. This project allowed me to apply a user-centered approach to email writing, improving communication and fostering a stronger connection between the product and its users.
SaaS Email Rewrite
Optimizing email clarity for better user engagement
To improve how users engage with Profi’s email communications, I led a project focused on refining the voice, tone, and structure of our SaaS emails. Through surveys and user interviews, I gathered feedback on how recipients perceived our messaging: what resonated, what didn’t, and what they wanted more of. Using these insights, I worked to streamline the language and make our emails more direct, clear, and aligned with user expectations.
Scope
UX Writing
Collaboration & Implementation
Content Strategy
Tools
Microsoft Excel / Google Forms
Timeline
2 months
BACKGROUND
As part of my role, I was responsible for writing new emails to communicate updates like session bookings, cancellations, and client notifications. This gave me an opportunity to not only craft fresh content but also revamp the entire email series. I took the chance to enhance the tone, clarity, and consistency across all emails, ensuring they aligned with the evolving product and provided a better user experience.
Key Language Insights
Clarity Over Creativity
Users didn’t want overly cheerful or branded messaging, they just wanted to understand the core message quickly.
Preference for Neutral, Direct Tone
A straightforward, professional tone was seen as more respectful of users’ time and attention.
Minimal Friction in Language
Long introductions or friendly small talk felt unnecessary. Users wanted to get to the “what’s new” or “what’s next” without delay.
Action-Oriented Phrasing Worked Best
Clear calls-to-action like “Update settings” or “Download now” were more effective than softer or more conversational alternatives.
Structure Matters
Bullet points, headers, and short paragraphs made a big difference in readability, especially for users skimming on mobile.
Based on user feedback, it became clear that tone and structure played a big role in how Profi’s emails were received. Users consistently leaned toward a preference for emails that were clear, concise, and neutral in tone.
SYNTHESIZE
Key User Insights
Users appreciated Profi’s effort to keep them informed, but made it clear they didn’t want the message wrapped in fluff. What stood out was a shared preference for emails that were straight to the point, with clear value upfront and a neutral, no-frills tone.
Users liked the overall structure of the emails when they were skimmable and well-organized. Clear subject lines, relevant links, and immediate visibility of key updates were consistently praised.
Once the email copy was finalized, I teamed up with the UX designers during the prototyping stage. We worked together to make sure the copy fit smoothly into the email layouts and screens, ensuring everything felt cohesive and easy to navigate for the user. It was a great collaboration to bring the content to life visually.
Throughout the this stage, I conducted Design Research to identify additional improvements to the copy. Have a look at this example:
Suggestion:
[Admin name] has invited you to join their team on [Platform name]. If you have not previously registered a team member account, you will be prompted to sign up when accepting the invitation.
PROTOTYPE
TEST
FOUNDATIONAL RESEARCH
Problem Statement
Profi’s emails could be clearer and more efficient, with some users finding the tone and structure less engaging or harder to quickly understand. Users wanted quicker access to key information and a more straightforward style.
Goal Statement
Revamp Profi’s email communications to improve clarity, streamline the tone, and enhance usability, ensuring messages are concise, actionable, and user-friendly.
I launched a survey to gather insights on users’ perceptions of Profi’s email clarity, tone, and usefulness. The survey used multiple-choice and Likert scale questions to assess message understanding and tone preferences. This data helped identify key trends, highlighting areas for improvement and laying the groundwork for deeper research.
Qualitative Research
Quantitative Research
Following the survey, I conducted interviews with a select group of users to gain a deeper understanding of their email experiences. The interviews revealed specific pain points around tone, formality, and readability, providing essential insights to guide the email revisions and ensure they met user needs.
Writing
I wrote and organized copy in Microsoft Excel for easy access and clear information storage. I updated the existing email copy to make it more concise and clear, while also creating new copy for upcoming platform features.
IDEATE
After prototyping and testing, we finalized the designs and wrote the copy for the final versions, ensuring everything aligned with user needs and the overall product vision.
IMPLEMENT
Want to connect?
Let’s discuss how I can contribute to bringing your user experience to a new level.
Contact me