Lead the team while altogether being an Individual Contributor 🏋️
Lead the team while altogether being an Individual Contributor 🏋️
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BRImo and BRILink
BRImo and BRILink
I was hired by Gizalab to handle their main client BRI, as one of the biggest banks in Indonesia. I was wearing two hats at that time. While I also worked as an Individual Contributor (IC) to support our client, I was also a UX Writer Lead that had an obligation to manage the internal UX Writer team at Gizalab.
Problem and context
Problem and context
At BRI, we're going to revamp multiple BRI digital products. The goal is to enhance the user experience and design to attract more new users.
My part is handling UX writing for BRILink and BRImo.
Responsibilities
Responsibilities
Mentoring and build the team culture
Reviewing the copy works
Involve in the hiring process and managerial works
Ensure the collaboration between Giza UX Writer team and client design team work smoothly
Works as an individual contributor as Sr. UX Writer and handle BRILink and BRImo as the part of BRI digital product
Process
Process
As an IC, I dig deeper into the BRI product while also learning to understand the user behavior and pain points. Altogether, I also engaged with the internal team to support the needs of UX writing.
As a UX Writer Lead, the first thing that I do is get to know each team member and acknowledge their skills for UX writing. After that, I continuously monitor their performance and provide support all the way possible.
My work as IC
My work as IC
BRI has many digital products. As an IC, I support BRImo and BRILink. My scope of work starts with creating UX guidelines, crafting copies, providing design feedback, and altogether collaborating with the internal BRI team, including researchers, designers, and product owners.
Camera access
Camera access
BRILink requires camera access to operate. The camera is needed when users want to take a photo of invoice or any document related to a transaction.
Problem:
Problem:
Using two buttons may imply that camera access is optional, when in fact the app cannot function without it.
Solution:
Solution:
If camera access is required and the user cannot proceed without it, do not give an option. Make the requirement clear and provide straightforward solution.
I propose using one action button instead of two.
Create PIN
Create PIN
The modal dialog appears when the user hasn't created a PIN for transactions. When they click the button, it directs them to the Create PIN page.
Problem:
Problem:
"Info Penting" is too generic, and the body text is also wordy. Meanwhile, the button label "Oke" feels like lazy copywriting.
Solution:
Solution:
Make the title align with the purpose of the message. We can provide CTA text that encourages users to take action, instead of simply saying "Oke."
Valas account
Valas account
We need to inform the user that they need to create a foreign currency (valas) account before they can transfer funds.
I put an estimate time to tell the user that this creating account process will be quick and no extra effort is needed.
Problem:
Problem:
The original copy was unclear about how long the registration process would take. "Sat set" is inappropriate in this situation. The title and body text also conveyed the same message.
Solution:
Solution:
Explain the current situation, while the body text includes the invitation and an estimated processing time.
Maintenance alert
Maintenance alert
This message appears for scheduled maintenance. If user somehow still need to do transaction they can contact the Help Center.
Problem:
Problem:
The message is clear, but some parts are inappropriate and need polishing.
Solution:
Solution:
Rework the copy to make it clearer and more concise by using a neutral tone for the maintenance case.
My works as UX Writer Lead
My works as UX Writer Lead
The first thing that I do when rejoining the team as a UX Writer Lead is to know everyone on the team better. I want to know their passion, motivation, expectations, goals, obstacles, and more. In this phase, verbal communication will not be enough. So I do an extra effort.
Sync Document
Sync Document
While it’s important to know how my team works, another thing that I realized is important was to make a UX Writer Sync Report. I need to have detailed documentation about my team.
Debrief Document
Debrief Document
It’s my responsibility to coach my team when they encounter some issues and obstacles. Although the process isn’t easy, sometimes it ends with debate. I know the process is painful.
But, I encourage them that this part will pass and they will understand how helpful this session will be in the future.
What I learned:
What I learned:
Being a leader is challenging, and sometimes also stressful if you have team members with unique characters. My emotions need to be agile, switch from one emotion to another while altogether maintaining my rationality and objectivity at hand. Knowing the team is critical, spending time and chilling together is important to build good relationships.
Beyond that, you also need to set goals that encourages character development and supports the company’s needs.
As an IC, joining the BRIMo team is fascinating. It's a bit different from BRILink. This time, it's like I'm jumping onto a big ship with very talented people onboard. In BRIMo, it is the first time I'm working on the Valas feature, which has led me to learn more about foreign currency and its transactions. Overall, doing UX Writing for BRIMo is a pleasant experience.
Thank you for reading!
Thank you for reading!
Let's check out my other works!
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