My foray into start-ups aka I can move fast, but I actually do need time to be thoughtful and strategic.
Role: Content manager
Clover helps out small businesses make money, track inventory, provide customer loyalty programs, and customize their point of sale (PoS) systems to work with all their backend systems.
As content manager I touched everything a customer or a developer saw – website, PoS OS, Android apps, packaging, manuals, help center, newsletters, and emails. I created style guides, UXW processes, and content curation guidelines.
Why the rush?
The challenge: The content team was always being caught behind the 8-ball. My team was working 10 hour days but we couldn’t keep up.
One of our biggest challenges was pushing release notes and help center articles for training to Customer Support team and our users when the actual software release was pushed.
After waiting in the office until 10p one night just to see if a feature release was actually happening I realized that something needed to change.
As I dove in I found 2 conflicting beliefs:
1- Our business owners are too busy to do in-depth training and reading on our point of sales systems and 100’s of apps in the Clover ecosystem
2- Release notes and help articles are the main sources of training and information about new features
To fix that, I created an editorial calendar that unhooked the release dates of the actual features and the help center articles. Since these features were being developed according to our roadmap and OKRs, the content needed to happen, it just didn’t need to be attached to the release schedule.
The Challenge: Clover was first-to-market with a semi-integration strategy as an add-on to current and new merchant’s point-of-sales systems.
The complex topic of integration, coupled with PCI compliance around chip cards made the project challenging to explain in layman’s terms.
I worked very closely with stakeholders, SMEs, and the Project Manager to define the tone and content for this project.