B2B · Sole content designer/strategist · 2020–2022
Walmart GoLocal
Walmart GoLocal is a delivery service platform for businesses seeking local delivery and last-mile fulfillment across the U.S. I served as the sole end-to-end content designer/strategist, responsible for all UX content, user communications, marketing, help content, and technical writing.
UX content
Small and medium business (SMB) interest form
Problem
Initially, all businesses were onboarded manually by Walmart representatives, creating significant operational bottlenecks and limiting scalability.
Solution
I was part of the core launch team responsible for designing the platform, including a Client Center for partners to set up and manage their services. I focused on collecting just enough information to solve our problems without overburdening users. I clearly surfaced the value of what we could offer, and advocated for validating eligibility early on by calling APIs, so users didn't waste time on a process that couldn't move forward.
Impact
This approach reduced manual recruitment efforts, streamlined onboarding, and generated over 2,000 new leads within the first six months.
On-demand book delivery tool
Problem
For our MVP, orders were ingested via APIs after integrating an order management system with Walmart, or orders needed to be booked several hours in advance to ensure fulfillment.
Solution
I created the content for a book delivery tool within Client Center, allowing users to book on-demand deliveries and get charged transparently upfront. Since Client Center was a net-new app for the net-new Walmart GoLocal platform, I advocated for in-app help throughout – including a video tutorial about the new feature positioned at the start of the flow.
Impact
This tool increased order volume by 23,000+ within its first year of release and enhanced user satisfaction by allowing clients to book deliveries flexibly.
Instructional writing
Knowledge bases
I built two internal and external knowledge bases, which totaled approximately 60 articles. This involved not only writing and organizing the articles, but also tracking analytics to optimize content and ensure it met user needs.
User guides
To enable success for new clients, I created a comprehensive 30-page digital user guide to help onboard to Client Center and maximize the value and functionality of their Walmart GoLocal service. Part of this user guide included a technical onboarding section that documented the steps for integrating with our APIs. Many of our users weren't tech savvy, so it was my job to explain what an API is, how it works, and introduce them to the APIs they could take advantage of with their service.
