Process building

As the first UX Writer for Wolt, Holvi, and Soundcloud, I have significant experience building cross-functional processes for multi-disciplinary teams.

Wolt ux writing workflow

At Wolt, I served 12+ cross-functional product teams. To ensure our limited UX writing resources were used efficiently, I identified three models of engagement for creating UX copy. By defining projects based on scope and scale – from a simple error message to a complex onboarding flow – I could more ably assess and prioritize UX writing tasks.

My process

First, I interviewed all relevant stakeholders – product designers, product leads, and engineers – to assess UX writing current needs and limitations.

Next, I created a UX writing Jira board to house all UX writing and content design tasks. Here, product leads and product designers could assign new tasks directly to the UX writer and link each task to existing stories from their individual team boards. This allowed me to organize my work as a kind of in-house agency producing content for multiple teams.

I established models of engagement to better allocate and prioritize resources. All tasks were defined by project scope, from simple push notifications to new feature development. Each model of engagement defined clear processes for working with the UX writer, regardless of scope or complexity.

Lastly, I introduced the new workflow to all product teams through individual learning sessions, fielding questions and concerns and offering clarification where needed. I checked in with teams regularly to ensure process adherence success.

Briefing best practices

Also for Wolt, I created a simple and easy-to-use template for properly briefing the UX writer on new tasks and projects. The template ensured that the UX writing was presented with all relevant and necessary information at briefing.

Wolt localization workflow

When I started as a UX Writer for Wolt, I immediately identified product content localization as a critical area of concern. Knowing that UX writing was largely dependent on the successful localization of product content, I took on the task of building a new localization process from the ground up.

My research

I interviewed all relevant stakeholders – product leads, product designers, engineers, and translators – to understand the existing process and identify pain points and areas of improvement.

I analyzed data from our translation management software to assess current coverage across all product interfaces in all 23 display languages. My research revealed that our apps were, on average, only ~65% translated, with some apps and markets as little as ~25% translated.

English is the source language at Wolt and also a commonly-used display language worldwide. My hypothesis, however, was that the majority of our customers were using our products in their native languages. In reviewing the data in Looker, I found that only around ~33% of users worldwide were using the product in English worldwide.

Implementation

Reconciling all stakeholder needs, I built a new product content localization for Wolt that aimed for complete translation coverage in all languages and markets.

I defined clear roles for product leads, product designers, engineers, and translators. I created extensive documentation

I created extensive documentation for the new process, including a Localization guide for developers and a Localization manual for translators.

I rolled out the new process by meeting with individual teams. I held training sessions for our in-house translators.

Each week, I reviewed and revised all new content strings. I reached out to Engineers when context and/or screenshots were missing or incomplete. I then assigned new content to be translated to all translators.

Key outcomes

After working through an extensive backlog of missing translations, we reached, and have since maintained, a total translation coverage of ~98% week to week across all products and languages.

All new and existing content strings now include proper context and screenshots in our TMS.

Roles and responsibilities of all stakeholders are clearly defined and each team member now knows what is expected of them.

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