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 was one of the copywriters that handled the UX, marketing, and content of Marcel. Working with both the Partnerships and Editorial team, and the UX design team, I’ve helped update the copy on the platform itself to be more consistent with the established tone of voice, created engaging and easy-to-read marketing emails and content for the website, while juggling a few other smaller projects.
As one of my initial projects, I revamped Marcel's error screens to be more user-friendly and aligned with Marcel's tone. Recognizing the need for personalized solutions, I crafted distinct headlines and provided specific options tailored to each error type. For instance, for a 404 error, the primary option directed users to the search function, ensuring a seamless experience. Similarly, for 500 errors, alternative links were offered to get users to explore the platform.
