Delphine Skincare is a B2B and B2C digital app offering users high-quality, budget-friendly skincare products they can access from anywhere. It helps users choose the right products for their skin and provides regular skincare education.

Freelance UX Writer

5 weeks

I was tasked with auditing the copy flow, conducting UX research, performing analysis, interviewing users, and testing UX copy and content. The client asked me to make the copy clear and engaging for users.

Users found the app difficult to use due to design clutter that hindered the flow. They couldn't purchase products easily, as they had to go through rigorous steps to achieve their goal, which led to task abandonment.

To understand the users' needs, I conducted conversation mining to learn their preferences and the language they use. This helped me tailor the copy to their understanding and identify pain points, aligning the copy to address issues the product could solve.

I created user personas based on my research, covering the main user groups identified during conversation mining.

The client provided guidance on the character they wanted for the product, which helped me quickly develop Delphine Skincare’s brand personality. Delphine Skincare is an expert with wisdom, warmth, and elegance—a friend as well as an advisor.

I defined the tone of voice as friendly, compassionate, engaging, expert, approachable, and supportive

I used the insights I got to audit the flow, removing unnecessary steps and creating new ones as needed. I wrote the copy, prioritizing user needs.

During UX research, it was challenging to fully understand users' needs without making assumptions, as the product had limited initial information. I had to use my broad UX writing skills to achieve the desired goal.