Currently, I am a content design intern at Workiva. Workiva is a cloud-based document and data collaboration platform that helps teams work together to connect reports and data.
My work mainly consists of writing and updating support articles to teach our users about the Workiva product. I also collaborate with other members in the UX team to create microcopy on user interfaces and assist with user testings. 
Goal: Design data-based content for in-app UI text and navigate Workiva users through writing support articles.
Tools: ZenDesk, Figma, Mural, Dart​​​​​​​
SUPPORT ARTICLES
The Workiva Support Center is a public-facing hub for support articles, solution guides, community chats, and more. I get request tickets either from internal employees or external users to create a new piece or update an existing article. The Workiva product is constantly given new features therefore, the support content must be consistent with each other.
This is an example of a new article that I made about auto text.
Following the organization from previous support articles made by full-time content designers, I made sure that consistency was there. I also added screenshots when necessary to help navigate users. Since this was one of my earlier works since I've been onboarded, I had a difficult time trying to understand how the auto text feature worked and the difference between page number and section page number. To combat that, I went and asked people who were familiar with auto text and experimented the feature on my own.​​​​​​​
MICROCOPY AND DESIGN
Another task that I do is write copy on the user interface. I often write tooltips, toast messages, labels, and more. This is a very collaborative part of my job since I am teamed up with a variety of people in different UX roles. The team that I mainly work with is the Workiva Documents team. The Documents team mainly develops new features for Workiva Documents. As a content designer, I was able to input my thoughts and opinions on how to streamline new features as well as provide content when needed.
Lock Edits is a feature that I've helped develop with the team. Lock Edits allow users to maintain control over what can be edited in the document and by who. We wanted to allow users to have freedom to lock parts of the document or all of it. We also had 3-tired permissions system that can be assigned to certain users in order to dictate who had power to lock and who can't. 
Below are the personas that the UX Designer made to describe the different features that a user might have access to.
personas for lock edits
Eventually, I gave some suggestions for the lock edit's copy. This particular modal allows the user to select which sections can be edited or locked. The black text was written by the UX designer who wants to improve the text. I am told to improve the Title for Modal, Subtitle description, and the Tooltip. 
In the purple text, I suggested:
• "Manage Track Changes" for the modal's title to have a straightforward and concise wording.
• Changed "File Owners" to "Document Owners" for the description to give more context that this is a document.
• Shortened the tooltip to "You don't have access to manage this section." for clarity.
As of now, lock edits improvements are still being developed.
IN THE FUTURE
Eventually, I'll be working on a new project to support Workiva's first acquisition with OneCloud. I will be writing content to inform current OneCloud customers and possibly more! 
LESSONS LEARNED
Communication is happening not just from my own work of writing, but also within the company especially during development. It’s also fascinating to write about topics on things that I’ve never learned about before. It has made me realize how big the inner workings of the company is and how complex the Workiva platform is to support its users.
Moving forward, I hope to continue to practice getting used to writing topics that are foreign to me. Being flexible and open-minded to learning subjects that may not relate to me is an important skill because I need to be able to communicate information to my audience.
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