Some content amuse bouches for your reading and downloading pleasure!
The Max Method: How We Design Effective Maintenance Conversations
This document is a client-facing guide that explains how Mezo’s chatbot (MAX) approached maintenance questions. I created it to help our sales and customer success teams explain our conversation design philosophy to clients and potential clients who wanted insights into our chat flow structure. It also served as a reference when clients requested customizations that went against our design principles and were outside our standard scope of work.
A direct mail campaign aimed at HR departments that expressed interest in Jellyvision but had since gone cold. The Marketing Team wanted a campaign that highlighted Jellyvision’s ability to reduce HR headaches of all shapes and sizes, and they were excited about my pitch: the components for an “HR slumber party” where everyone could share “scary stories” about their on-the-job mishaps. The centerpiece of the campaign was a book I wrote that dramatized HR issues.
Sampleton Moneycompany Welcome Kit
I spearheaded a complete overhaul of the company’s Welcome Kit for debt settlement clients after discovering in focus groups that client drop-off was largely due to program confusion. Replacing the original kit’s dense jargon and generic stock photos with accessible content and warmer visuals, I collaborated with designers to create a more approachable yet informative experience. The revamped kit was rigorously tested against the original version by asking clients to evaluate everything from appearance to helpfulness, resulting in dramatically improved scores across all categories. Most significantly, my new kit achieved a 90% top-two-box score on program understanding, representing a hard-won victory that required convincing tradition-minded stakeholders to embrace a more user-friendly approach to client education materials.
Guide to Attracting Guests with Pets
Created for clients who ran Airbnbs and VRBOs as part of our “Hosting Library.” The aim was helping property managers maximize their rental earnings by tapping into the pet-friendly market. I designed the content to address common concerns about allowing pets, from clear listing information to post-stay inspections. The guide particularly focused on helping hosts manage efficient turnovers between guests with pets, providing practical checklists and best practices for cleaning and preparing properties for the next visitors.
Owner Guide to Remote Inspections
An onboarding resource to help new property managers understand the critical role of property inspections for turnovers between guests.
Onboarding for Service Providers
An onboarding resource to help new service providers understand the steps and expectations involved in Properly’s Remote Inspection process.
Elizabeth Archer 