Brightspeed
Project Overview
My Contribution
Brightspeed is an internet service provider with an app and web experience spanning plan selection through post-purchase account management.
My work focused on two core areas: the buy flow, where customers select and purchase a plan, and account management, where they handle billing, appointments, equipment returns, and account settings after purchase. I replaced inconsistent, often redundant copy with a clear content system — concise, non-repetitive language, consistent naming conventions, and a voice that stayed out of the customer's way.
I wrote and refined copy across the buy flow and account management experiences, from plan selection through billing, appointments, and equipment returns. Working closely with UX and UI designers, product partners, and client stakeholders, I kept copy consistent across dozens of touchpoints and eliminated redundancy between headlines and body text.
In the buy flow, I bridged pricing copy across pre- and post-qualification plan states to surface cost expectations earlier in the journey and reduce drop-off, and defined a CTA strategy that moved customers from evergreen browsing actions to clear, plan-specific commitment moments.
