I provided cross-channel content support for Public Storage, a nationally renowned self-storage company, in the form of in-app microcopy, web copy, email series, push notifications, texts, social media posts and captions, and really any other request this client had. Billboards? Window decals? Instructions for using cylinder locks? Yes, yes, and yes.
Find highlights of that work below.
UX Writing
Payments
Increasing app usage was a big priority for Public Storage, especially for payments. Even more important was getting users to enable autopay.
To better accomplish this, the Payments screen went through lots of testing and iterating, and feedback was solicited to determine what was preventing users from enrolling. Two key adjustments — the first being rewriting the microcopy to eliminate any confusion surrounding autopay, and the second being removing the orange fill from the Make One Time Payment button — proved most effective for boosting autopay enrollments.
Gate Access
App usage for opening property gates and building doors (via Bluetooth®) was another big priority for Public Storage. Users previously expressed frustration at the Access screen being cluttered with too many actions, the access reattempt instructions being too confusing, and the access code for manual entry being too difficult to find.
To accommodate this feedback, I removed needless secondary text from the Open button so there was no ambiguity around the main action to take. For Success and Out of Range screens, a brief line of text was added to provide users with a clear alternative or next step to take that would help them gain access.
Copywriting
As Content Lead for the Public Storage account, I regularly shifted gears between cheeky social media content, informative solutions landing pages, holiday-themed homepage headlines, event-triggered marketing automation campaigns, and much more.
