PROJECT:

In 2021, I was tasked with creating a complete support content set for Robinhood in preparation for the expansion of their crypto products. To complete this project, I worked closely with internal product teams, legal, compliance, and outside SEO contractors.

At this time, cryptocurrency was very enticing to investors and Robinhood had decided to commit a lot of resources to building out our crypto products. I worked closely with executives, the crypto product team, the mobile app product team, the crypto UX content strategist, customer support team, and legal to write these pages. 

ACTION:

I started the project by meeting with the product team and reviewing what we already had available in the app, what crypto-related content we already had on the website, and the roadmap of future crypto feature releases. Based on customer interviews from our UX research team, I knew our customer base had varying levels of education related to crypto and crypto investing. I decided the best approach for support content would be to write several articles focused on both education and Robinhood-specific how-to content.

RESULTS:

Robinhood's crypto customer base exploded, and so did the searches and views for crypto-related content. Our previous baseline for customer support contacts related to crypto became irrelevant as we continued to get media coverage. I continued producing more and more crypto content for more specific and niche subjects (as you can see by the screenshot of the crypto section overview page below). From the wider crypto release date until I left the company, the support page views in the crypto section had gone up 213% and support contacts had gone down by 8%

Several full page screenshots from the redesign can be seen below.