Overview:

Southwest asked us to create an intuitive digital interface that seamlessly intertwined the desktop and mobile experience together. The ultimate goal was to allow the user to feel the cohesiveness and ease of use of the brand during the digital experience. 

When I started on the project the team was half way through the entirety of the Southwest mobile app project. The project was completed in two phases, first mobile then desktop. My time on the project was heavily spent on desktop, but I also had exposure to working on the mobile app.

My role:

As a content strategist associate for this project, I focused heavily on content documentation and review. The team was responsible for documenting every piece and permutation of content that would be seen by users for iPhones, Androids, mobile web, and Desktop. 

One of the first things I realized was the strain the current documentation system was causing. The team was creating an app for Android, iOS, and mobile web, which meant three different content and copy documents for every weekly delivery. My main responsibility on the team was to streamline and expedite documentation process.

Content System:

When looking at the process that was in place, I realized that most of the content being documented was repetitive, with minor deviations (mostly for native app requirements.) Through meetings with clients, I saw that they were having a difficult time tracking content to where is goes on within each page. I proposed a solution that used the annotations of the UI documentation as a way to minimize the number of content matrix and copy decks we were producing each week. This proposed solution also allowed for columns to be added to identify unique content and copy items. The team adopted my proposed strategy, which decreased the number of documents we provided the client by 33%, while also simplifying the documentation of content we were providing.