• As the sole UX writer for worldwide (WW) Prime, I established our team’s UX writing and content design best practices, which to date had been operating under ad-hoc principles applied by unaccounted-for contributors with disjoining, inconsistent review and no customer benchmarks
• I strategically blended the Chicago Manual of Style with Prime-specific branding, terminology, and reference points, bridging the gaps between internal operations and customer experience
• All documentation also serves as guardrails for generative LLM models used across Prime and Amazon, including Rufus
• I designed all content and information architecture for the Prime UX Writing Wiki, including:
• Prime UX Writing wiki home:
UX Writing (UXW) resources and Prime UXW tenets, as well as proceduces and mechanisms for anyone on Prime or at Amazon to get direct UXW support
• Prime UX Writing Playbook:
A self-service guide to designing content for any Prime experence across the customer journey, establishing a content strategy that aligns customer goals—defined through Prime User Research as “jobs to be done”—with approved Prime design elements and language, ensuring our handwritten and AI-generated messaging remains consistent, accurate, and useful across all Prime touchpoints
• Prime UX Content Design:
Content, grammar, and style guidelines for textual design elements not otherwise grounded in Design Library components, providing guardrails for open-ended messaging and generative AI that allows for creativity and experimentation while maintaining consistency of voice, tone, and content
• Prime UX Glossary:
A repository of Prime-specific language and branded terminology, providing guidelines for usage while accounting for exceptions and edge cases
I also trained an internal AI assistant based on Amazon’s proprietary LLM named Cedric. The Prime UX Writer “persona” within Cedric is trained to not only generate copy according to the UX writing principles I developed for worldwide Prime, but also review, critique, and provide revisions and recommendations for existing strings and drafts against those same standards.
• Prime UX Writer AI Persona:
Prompting best practices and working prompt library for an internal AI assistant intended to generate content design and provide writing guidelines for WW Amazon Prime CXs. Product partners can determine the right words, tone, and content strategy for particular UI elements, placements, or entire flows in their Prime experience by asking questions of th persona or submitting exported Figma PDFs for review.
Some snippets of conversation around a CTA for Prime Video:
A request for translation:
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