Square/Block
My first day at Square happened on the same week NYC shut down. I was scared, excited, devastated, and a little angry to be honest.
But my time at Square turned out to be fulfilling in every way a career can be. I got to work with the smartest and most amazing coworkers, do work that is helping others, and be part of a culture that fosters appreciation, cooperation, mentorship, and growth.
Working at Square made me grow my understanding of design. These days, it’s much more intersectional––incorporating elements of product design, service design, and content strategy. In the end, I’ve come to consider what I do as a type of Human-Centered Experience Design.
Anyway, I’ll stop rambling. Here are some of the projects I’m most proud of from Square.
Project Highlight
Square Contracts
Role: Senior Content Designer
Purpose: Help sellers create, sign, and send contracts in order to protect their business.
Product deliverables: Contract creation, sending, & signing flows | Pay-through invoice or contract flows | Revamped dashboard & onboarding | Error states & notifications
Other deliverables: SEO-optimized landing page | Support center articles | Product update comms.
Main skills: UX writing & microcopy | Competitor research | Prototyping | Content audits
Collaboration: Product Manager, Product Design, Engineering, Legal
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Risk Manager
Role: Senior Content Designer
Purpose: Help sellers manage and fight fraud on their eCommerce business
Product deliverables: Rule creation flow | Block & Allow List functionality | 3D Secure implementation | Integration with Square Online
Other deliverables: SEO-optimized landing page | Support center articles | Product update comms
Main skills: UX writing & microcopy | Competitor research | Prototyping | Content audit | Wireframing (Figma)
Collaboration: Product Manager, Product Design, Engineering, Legal
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Disputes Tracker
Role: Content Designer
Purpose: Help sellers track the process and outcome of an ongoing dispute
Product deliverables: Dashboard tracker | Notifications | Edge case considerations | Information architecture | Content strategy
Other deliverables: Support center articles | Seller emails
Main skills: Workshopping | Microcopy & UX writing | Prototyping | Content audit
Collaboration: Product Manager, Product Design, Legal
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Dispute Chatbot
Role: Senior Content Designer
Purpose: Help sellers quickly find answers to most commonly asked Disputes questions
Product deliverables: Conversational Chatbot
Main skills: UX writing & microcopy | Prototyping | Content audit | Research | Chatbot creation (ADA) & organization | Card sorting
Collaboration: Product Manager, Product Design, Engineering, Legal, Chatbot DRI, Localization
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Seller Health
Role: Senior Content Designer
Purpose: Brand new team created to bridge the experience and content gaps between all adverse-actioning teams at Square –– particularly Compliance and Risk.
Service deliverables: Cohesive experiences and content for at-risk sellers.
Main skills: Human-centered experience design, Design thinking, Content strategy, team building, brainstorming, service mapping, customer journey mapping
Collaboration: Product, Design, CS, Policy, Legal, Data Science & Engineering across Risk, Compliance & Banking.
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Compliance Content Revamp
Role: Senior Content Designer
Purpose: Audit and update compliance communications with sellers informing sellers of TOS violations.
Service deliverables: Experience mapping (Figma) | Content landscape mapping | Auditing & creating content | Policy & Support recommendations
Main skills: Content heuristics | A/B testing | Content Strategy | Brainstorming (Figjam & Google JamBoard) | Mapping exercises | Design thinking
Collaboration: Product Manager, Support agents, Legal
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Customer Code Deprecation
Role: Senior Content Designer
Purpose: Optimize help resource finding for sellers to decrease incoming calls to support team after customer codes (needed to call support) are eliminated.
Service deliverables: Customer journey mapping | Experience mapping (Figma) | Content landscape mapping | Brainstorming (FigJam) | Auditing content | Chatbot optimization
Main skills: Prototyping | Content audit | Research | Chatbot creation (ADA) & organization
Collaboration: Product Manager, Chatbot DRI, Support agents