COntent Standards: how to refer to Cash App

I inherited the the responsibility of maintaining the Cash App Content Style Guide from another writer who left the company. While auditing the sections, I noticed that the “Referring to Cash App” section was too high level to be helpful. Keep reading to understand for details on what I

Ask
How might we standardize how we talk about Cash App in and out of the app?

Solution
Create a content framework that outlines what to say when, add it to the content style guide, and notify people of the changes.

Process
Identified relevant use cases and researched industry-best practices. Created the framework and reviewed it with stakeholders. Added it to the content style guide and notified people of the changes.

Impact
Customers see the brand as more credible and trustworthy. The company saves money and writers save time and energy.

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I included this screen to show the entry point for the reporting flow. Tapping the 3-dot menu next to “Taylor Gervais recommends Boba Guys” opens the bottom sheet below.

Before…

The content was inconsistent and didn’t sound natural. Reviews were being referred to as “recommendations” in some places and “posts” in others. Users didn’t understand the difference between “report Recommendation” and “Report issue to Feed Team” and the last CTA “Open in Mobile Story Inspection Tool” wasn’t applicable to reviews.

The content was inconsistent and didn’t sound natural. Reviews were being referred to as “recommendations” in some places and “posts” in others. Users didn’t understand the difference between “report Recommendation” and “Report issue to Feed Team” and the last CTA “Open in Mobile Story Inspection Tool” wasn’t applicable to reviews.

Heavy language like “send a report” was used to describe an action that only took a couple of clicks and didn’t require the user to write anything.

Heavy language like “send a report” was used to describe an action that only took a couple of clicks and didn’t require the user to write anything.

Users were given the option to review Facebook’s Community Standards prior to reporting a review but unfortunately, this took them out of the flow and data showed that users weren’t clicking on the link.

Users were given the option to review Facebook’s Community Standards prior to reporting a review but unfortunately, this took them out of the flow and data showed that users weren’t clicking on the link.

The section titled “Other steps you can take” included an action that the user had already taken.

The section titled “Other steps you can take” included an action that the user had already taken.

After…

I replaced “recommendation” and “post” with “review” throughout the bottom sheet and subsequent screens. We also scrapped the CTAs “Report issue to Feed Team” and “Open in Mobile Story Inspection Tool” because they either confused users or weren’t applicable to reviews.

I replaced “recommendation” and “post” with “review” throughout the bottom sheet and subsequent screens. We also scrapped the CTAs “Report issue to Feed Team” and “Open in Mobile Story Inspection Tool” because they either confused users or weren’t applicable to reviews.

“Send a report” sounded too heavy for what was actually taking place, so I removed it. We also simplified the UI and added the ability to select multiple violations.

“Send a report” sounded too heavy for what was actually taking place, so I removed it. We also simplified the UI and added the ability to select multiple violations.

We reduced the number of screens by scrapping the one that could take the user out of the experience. I also removed redundant copy and any language that the user might not understand (e.g., Support Inbox).

We reduced the number of screens by scrapping the one that could take the user out of the experience. I also removed redundant copy and any language that the user might not understand (e.g., Support Inbox).