<aside> 👋 You know how you’re trying to get to a new location but are lost and need directions? That’s how I can help, by using words to guide you to complete your goals.

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Contact

💼 my portfolio

📧 [email protected]

🖇️ linkedin.com/in/rachel-chan-47093168

Experience

Senior UX writer

Grab | Apr - Oct 2024 (fixed-term contract)

• Contribute to AI sprints on improving the quality of UX writing and enhancing the user experience of purchasing insurance products.
• Craft, review, test and refine content for the insurance and lending space.
• Collaborate with product designers, product managers, engineers and other functions to deliver user-friendly experiences for regional markets.
• Coordinate with content operations and localisation specialists to prepare projects for development.

UX design teaching assistant

Vertical Institute | Jan - Apr 2024

• Help the instructor to mentor students looking to learn more about UX design and transition into the field.
• Facilitate group discussions on UX design for fintech such as problem identification, user research and information architecture.
• Offer students a conducive learning environment by hosting online training sessions and manage learning resources.

Senior UX writer

ShopBack | Feb 2022 - Jan 2024

• Led content audits across 4 markets to remove 1,900 copy bugs (typos, dark patterns, ambiguities) across most-visited user journeys to optimise product clarity.
• Delivered a cohesive user experience through Pay and PayLater by crafting clear and concise copy for user education, transactional emails, error messages and help centre articles.
• Promoted the essence of UX writing across product design and marketing teams through workshops and open dialogues.
• Collaborated with product managers, designers, researchers, and other stakeholders to drive conversions and improve work efficiency.

Content designer