‘Awesome, it’s pronounced like awesome’
January 2022 – July 2022
Osome is an established fintech scale-up I joined in Winter 2022 as a Senior UX Writer. They help SMEs and entrepreneurs get their businesses off the ground, by taking care of the financial admin, legalese, tax and compliance.
As well as the practical writing side, I was brought in as the founding UX Writer to set up the frameworks and principles of the UX function.
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Project: UX Writer’s Guide
To help establish the UX function, I put together a UX Writer’s Guide for incoming Writers, Product Designers and Product Managers. This all-encompassing bible contains everything a Writer would need to get to grips with writing for Osome.
Inside you can find the four pillars of our approach to UX (Plain English, Less is more, Assume nothing, All about the user) and detailed specifics into how we use bullet points, accordions, responsive design, pronouns, capital letters and more.
You can have a read of the Osome UX Writer’s Guide in full, here.
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Project: Osome 2.0
Another motivation for joining the team was to get involved in the complete redesign of the user interface, dubbed ‘Osome 2.0’.
Osome’s first major redesign, and a huge one at that, our platform was rebuilt from the ground up with Product Designers, Product Managers and I collaborating closely on every page and stage of the platform.
With so many features and functions, plus lots of legal information to communicate, Osome can be intimidating and overwhelming to users. As such, delivering content in a logical step-by-step journey, and delivering information at the right points was essential. Feature adoption was the other important KPI of the redesign.
As a gated, account-based product, unfortunately you’ll need an account to see it, but I’ve added a couple of screenshots above.
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Project: Osome chatbots
Chatbots are an essential part of the Osome customer service and act as key gateways between our users and our agents. As well as helping filter questions and queries to the right solutions, it was important to create a friendly, approachable voice that was both neutral yet informed.
Chatbots were the best way to help coach users through the set up process, and communicating what needed to be done next. This works in sync with the objectives of the new website: feature adoption and the controlled delivery on content at the right moments.
Joe West Stevens 