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Overview

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To better collaborate with various project teams within BNP Paribas Leasing Solutions, we have implemented a content design strategy across key digital interfaces such as websites, internal tools, and newsletters, etc.

Drawing on our target user journeys, we initially worked on compiling a library listing the terms* used in various interfaces by formalising reference axes, which ensures the proper usage of specific terms or any other microcopy.

In terms of maintenance, we have devised an operational framework by adopting our iterative UX approach to track and update any content evolution while relying on expert and/or target user feedback.

In addition, we closely collaborate with the Marketing & Communication teams to ensure coherence between copywriting and UX writing.

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* both in British English and French

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My role

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As a UX Writer, my responsibilities include:

• Documenting best practices in content design
• Conducting user research
• Translating and crafting copy
• Managing the UX Writing framework

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Organization

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Workflow

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Application

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We have been evaluating this framework to assess the entire content system of our Customer Portal, encompassing its navigation, functions, and content creation such as online request forms and email notifications.

Additionally, in collaboration with the Marketing & Communication team, we established greater coherence in external communications, such as email campaigns with our customers, to ensure a seamless and comprehensive experience.

Looking ahead, as we engage in more projects involving other countries, we aim to broaden our localization efforts in documentation to establish a robust and efficient content design system.

Furthermore, we intend to enhance our approach to writing by incorporating accessibility principles into our framework.

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