FREELANCE UX WRITER
Product Emails
CONTENT DESIGN • UX WRITING • EMAIL COPYWRITING
Request Money Reminders
Overview
Chime is a digital banking service that helps people manage their money with more peace of mind. Their target audience is people living paycheck-to-paycheck.
Chime has a feature that allows you to pay and request money from friends and family. Currently, a member receiving a request only receives one text informing him or her that a request was made.
We wanted to implement triggered reminder notifications for requesters who have yet to take action on their request (either decline or accept.)
Hypothesis
By sending a trigger to members who have yet to take action on a money request, we will increase the percentage of members who do complete the request and will reduce the time to request completion.
Implementation
To accomplish this, I created two series of emails, push notifications, and texts to be sent 7 days after the request was made and 13 days after (one day before the request expires.)
Day 7 – communications sent to requester
Day 13 – communications sent to requester
Results
The percentage of members completing requests increased by 31%
Credit Builder Reporting
Overview
Credit Builder is a Chime-offered credit card that helps members build credit without getting into debt.
Members were feeling and discussing the pain of missed expectations when they see their scores drop when using third-party services, such as Credit Karma.
This may hurt the Chime brand and cause members to churn before we have a chance to demonstrate that continued use with regular on-time payments will likely heal, and even improve, their scores over time.
Hypothesis
By providing members with a clear explanation of what and when we report to Credit Bureaus and how this may impact their credit scores, we will improve new member retention, drive card usage, and reduce member anxiety.
Implementation
We felt the best execution to accomplish that goal would be a monthly reporting email that explains a member’s Credit Builder activity and what it means for their credit score.
Results
New member retention increased by 27% and card usage increased by 11%
Direct Deposit Refresh
Overview
The primary action Chime wants members to take is setting up direct deposit. To inspire that action, Chime has an email flow that emails a member a direct deposit form to share with his or her HR team.
Not only does that email lack the Chime brand personality, but it fails to address the specific steps needed to complete one's direct deposit setup.
Additionally, there's been significant feedback that the current email is confusing and members have unclear action items.
Hypothesis
By refreshing the direct deposit form email experience to be more clear and actionable, we will increase the percentage of members that successfully set up direct deposit.
Implementation
To accomplish that, I worked with design to recreate that email. This new email aimed at educating members exactly how to set up direct deposit, and it even offers them alternative instructions.
Revised
Original
Results
Successful direct deposit set-ups increased by 18%
Working on a similar project?
I'd love to share my learnings from working on emails at Chime and see how I can add value to your experience.