Introduction

Spare change adds up, and Questrade RoundUp allows users to take advantage of this. Questrade RoundUp enables users to save as they spend. This new feature rounds up credit card purchases or expenses to the nearest dollar and saves the difference in a diversified investment portfolio. The goal of this project is to create a seamless sign-up experience for both existing and new users by providing them with information that is clear, direct, useful and understandable.

My role and responsibility

I designed a full UX writing process and deliverables – from research, voice definition, and final copy.

What I did

  • Competitive Analysis
  • User Research
  • Designing and writing for different screen

Competive Analysis

I analyzed three competitors that provided the same service by comparing their various copy styles, feature naming conventions as well as the entire user experience as follows:

KOHO

KOHO

Copy style: Direct and functional. Barely states the benefits of the feature.

​ Feature name: RoundUp.

​ Accessibility & User experience: Available on mobile app only and easy to navigate.

WEALTHSIMPLE

WEALTHSIMPLE

Copy style: Clear, casual, aspirational, and encouraging. “Invest your spare change”.

​ Feature name: Wealthsimple Roundup.

​ Accessibility & User experience: Difficult to access and only available on the app.

MOKA

MOKA

Copy style: Clear, concise, and motivational “Make change with spare change”.

​ Feature name: Roundup to give.

​ Accessibility & User experience: Easy to access and navigate.

Recommendation

Copy style:
Our copy style should be clear, fresh, human, and understandable.


Feature name:
Research shows that people are already familiar with the term “Roundup”. I will recommend we adopt the same naming convention. For differentiation purposes, we can name it Questrade RoundUp.


Accessibility & User experience:
 Accessibility is important. We should ensure that our users can access this feature with ease on our website and mobile app.

User research

I researched and built user persona from Questrade’s core target audience, focusing on identifying their needs, aspirations, and values. Also, publicly available resources and tools (social media platforms, blogs, Google Trends, forums, reviews & comments) were used to uncover more insights about the target audience- their language, pain points, and frustrations.

User Persona

Meet Ken
Age– 29
Work– Project Manager
Family- Single
Location- Toronto

Bio: Ken is a project manager at a tech start-up. He’s a frequent shopper and often uses her credit cards to make payments and purchases. He believes in investment and savings, but struggles to keep up with the habit

Goals:
Wants to make smart investments
Wants to pay off student loans

Frustrations:
Bad saving habits.
Fails to make any tangible investments

Recommendation

Based on the insights gained from Ken, I came up with the following recommendations for the digital experience and copy.

Deposit notifications:
We should provide users the opportunity to receive alerts and notifications whenever a RoundUp savings deposit is made to their Questrade account.

​Questrade RoundUp Calculator:
Some people still struggle with the concept of RoundUp. To aid better understanding, we should include a RoundUp calculator to give users an idea of their savings and how to calculate it.

​FAQs:
 Because we are introducing a new feature, it’s important to have a detailed FAQ that answers specific queries our users might have.​

Tone and Voice

Helpful & Human

We provide users with just enough information needed to complete their actions or enjoy their experience and we speak and treat our customers like friends.

Assuring & Empathetic

We understand that investment is serious, and we are here to help you reach your savings and investment goals in a supportive and transparent way.

Direct, Clear & Concise

We want our users to grasp the information when they use or sign up for RoundUp. We don’t want them to feel lost or abandon the task.

Designing & Writing Copy For Different Scenarios

My research findings influenced my copy style, flow and design elements for this project.
By following UX writing best practices, I wrote for some screens and scenarios.

As the introductory page, I ensured that the copy was direct, simple and clearly stated the benefits of the feature while providing the users with relevant and important information of Questrade RoundUp. The CTA is clear and specific to the desired action. I also used an image that is relatable to our TA.
As the introductory page, I ensured that the copy was direct, simple and clearly stated the benefits of the feature while providing the users with relevant and important information of Questrade RoundUp. The CTA is clear and specific to the desired action. I also used an image that is relatable to our TA.
This page provides step by step requirements needed to sign up for Questrade RoundUp. It prepares users and alerts them on what to expect while signing up for Questrade Roundup. Keeping it simple, clear and useful, I used the brand’s intelligent, yet technical and smart brand voice/tone to fill out the copy. In addition, I made use of icons to highlight the steps for easier comprehension.
This page provides step by step requirements needed to sign up for Questrade RoundUp. It prepares users and alerts them on what to expect while signing up for Questrade Roundup. Keeping it simple, clear and useful, I used the brand’s intelligent, yet technical and smart brand voice/tone to fill out the copy. In addition, I made use of icons to highlight the steps for easier comprehension.
Filling forms can be boring and hectic. To avoid “form fatigue”, I used clear, direct and straightforward copy while providing contextual information where necessary. In the case of an error, the copy is clear and provides information on what happened and how to fix it. CTA is clear and specific to the action required. I also included a progress tracker in the design, to enable users keep track of their progress/activity.
Filling forms can be boring and hectic. To avoid “form fatigue”, I used clear, direct and straightforward copy while providing contextual information where necessary. In the case of an error, the copy is clear and provides information on what happened and how to fix it. CTA is clear and specific to the action required. I also included a progress tracker in the design, to enable users keep track of their progress/activity.
This page enables users to select their preferences and personalize their experience. Copy is clear, direct, and simple and provides adequate information where required.
This page enables users to select their preferences and personalize their experience. Copy is clear, direct, and simple and provides adequate information where required.
Success page is kept simple with the copy direct and clear. I also included a CTA that directs users to their profile.
Success page is kept simple with the copy direct and clear. I also included a CTA that directs users to their profile.
I introduced this modal to encourage users who may not have notifications turned on to enable them, while highlighting the benefits.
I introduced this modal to encourage users who may not have notifications turned on to enable them, while highlighting the benefits.

Project Summary

During this project, I evaluated market research, ran a quick survey, created wireframes, and wrote copy for the screens. I focused on making the copy clear, direct, conversational, and aligned with the brand’s voice and tone.

​Given less stringent timelines, I would have loved to conduct content testing for more accurate messaging and a deeper understanding of the brand’s style and voice. I also would have incorporated additional design elements, such as FAQs and a RoundUp Calculator.

​One key takeaway was realizing how essential UX research is to UX writing. I also learned that UX is most effective when users can navigate content effortlessly, in a simple, scannable way. That’s exactly what I aimed to achieve.