bio
I am on a mission to make complicated things easy.
I’ve got a sharp red pen and I’m not afraid to use it. My mantra is, “If you can’t explain it simply, you don’t understand it well enough.”
I cut my teeth in the CNN newsroom, writing fast in a high-pressure environment. My next stop was creating social media content for Oracle. At UPS, I launched the content marketing program, led the global content strategy, developed the digital voice and tone guidelines, and redesigned UPS.com.
I love managing people. My teams are usually a mix of five people with a variety of expertise in content, design, and analytics. I’ve coached four people to promotions.
When I’m not working, you’ll often find me painting with my daughter and husband. I volunteer with Second Helpings Atlanta by delivering food to those in need.
Areas of Expertise
Content
- Articles
- Blog posts
- White papers
- Case studies
- Newsletters
- Social media posts
- Live streaming
- Tutorials
- How-to guides
- Product descriptions
- Promotional and transactional emails
- Videos (script writing, producing, voiceovers)
UX and Design
- Content strategy
- Agile methodologies
- Website analytics
- Information architecture
- Project management
- Cross-functional team leadership
- Responsive design
- Wireframing and prototyping
- User research strategy
- A/B testing
- SEO (search engine optimization)
- CRO (conversion rate optimization)
How I Do It
Stakeholder Management
- Synthesize data-driven insights into our customer’s behaviors and needs
- Ensure cross-team alignment and communication strategy
- Develop business KPIs to track success at all altitudes
Strategy and Design
- Write clear copy
- Design simple user experiences
- Don’t overcomplicate it
- Global localization strategy, influencing content, imagery, and diverse perspectives
Optimize and Scale
- Creative iterations to test and learn from new strategies
- Cultivate feedback from internal stakeholders and customers
work
UPS.com Navigation + Content Redesign
Streamlined content and navigation across 218 countries and 135 local languages
before: 2,488 content pages
after: 168 content pages
“UPS made significant improvements, made apparent by improved navigation and visual design.”
- 2022 Forrester Assessment of UPS.com Transformation
I wrote, produced, and voiced-over this video. It was published on the homepage of every UPS.com country.
Results
webby honoree, best user experience
largest NPS increase
+16
Net Promoter Score increased to 42 over three years, the largest increase ever
highest seo authority
+5
Increased SEO authority by five points to 89, beating all competitors.
share of wallet
+18%
We saw a boost in customer willingness to use UPS over competitors.
better for businesses
+12
SMB desktop experience increased 12 points in Forrester assessment.
better design
41%
decrease in desktop home page bounce rate.
easy to find
+124%
increased organic search impressions and 50% higher clicks YOY.
easy to do
+25%
faster for customers to complete their tasks.
easy to use
75%
of customers found what they wanted through site navigation.
Protect Customers From Fraud
Situation
- Customers report a sharp increase in suspicious text messages, emails, and other fraudulent activities.
- Customer support team was overwhelmed with investigating suspected fraud
- Spearheaded effort to design an anti-fraud journey, streamlining customer’s first touchpoints of identifying and reporting fraud while providing all internal teams with updated materials and responses for customer interactions
Complications
- Alerting UPS customers to the threats without raising alarms or giving scammers details about our operations
- Urgent need to create new code to modify the email application, but the coding team is at full capacity
Outcomes
- Developers: Supported back-end enhancements to make triaging incoming fraud requests simpler
- Website: Redesigned UPS.com page to educate customers about how to identify fraud and what to do if they see it
- Applications: Created messages for key customer touchpoints to alert them of potential scams
- Customer Support: Wrote talking points for customer care representatives
- Executive: Created messaging for senior leaders
Work With Me
ADDRESS
Roswell, GA
Phone
(952) 393-5371
maggie.schneider@outlook.com