Standardize terminology for 20+ custom user profiles and provide engineering teams with clear governance to reduce end-user confusion and subsequent support tickets.

1. Identify industry standards and audit internal terminology for hosts, roles, and descriptions.

2. Work with engineers from separate platforms to standardize terminology and impacts of updates across platform products.

3. Build the content library (Jira) for access to the new matrix - especially for teams without dedicated writers to create new user profiles.

4. Plan and execute a roadshow for the new standard to educate teams on updates and the use of new user roles and descriptions.

Addressed new topics before the launch of ‘Custom User Roles’ and any questions this new guidance would create among teams without dedicated writers.

• Reduce troubleshooting tickets by at least 50% as interface users and associates are no longer confused by names, roles, and descriptions.

Process peaks:
Conducting user interviews with UX researchers to understand user needs and pain points. Collaboration sessions with platform engineers to clarify host activity to inform building clearer, more concise, and effective host names, user roles, and descriptions. 

Process valley:
During the matrix development process (step 3), I was informed that the entire UX Writing department was being dissolved.