https://www.rachaelmullins.com/work daily 0.75 2022-11-29 https://www.rachaelmullins.com/work/zendesk-z-bot monthly 0.5 2022-11-29 https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/a692d891-043b-4226-891b-ecffcb4ee3e8/Portfolio+thumbnails+%285%29.png Work - Zendesk Z Bot - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/458a5103-b3c0-4deb-b960-3065ed24f60a/0_X6Ol44fNA5KVfX87.png Work - Zendesk Z Bot - Make it stand out Reviewer checklist https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/059adfb3-02a3-4f4d-a93b-4dd3edd163f5/Portfolio+%282%29.png Work - Zendesk Z Bot - Make it stand out A conversation flow I mocked up to identify where we could reuse messages https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/80327c17-a193-4b23-9684-787e6d75a5f0/Portfolio+%281%29.png Work - Zendesk Z Bot - Make it stand out “If I had 10 mins, I’d learn Danish” became “Within this 10 mins, learning some Danish could be a good idea” https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/708ea512-0061-4d52-93c2-51d8e491d524/Giving+voice+to+the+Z2+bot.png Work - Zendesk Z Bot - Make it stand out Z Bot’s guiding principles https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/4c798eb5-6953-439b-bd0a-3d9072babacc/0__ceYdUTXGMqS12hs.png Work - Zendesk Z Bot - Make it stand out The Content Design team’s tone framework reinterpreted for Z Bot https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/1a6cd97b-8b17-4f93-b010-8978f1655309/0_1RNExbnjdhUDgeUS.png Work - Zendesk Z Bot - Make it stand out Defining verbs and nouns for an everyday audience https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/bad0c059-cd8c-4b85-9c7a-f5317cf0251d/Portfolio.png Work - Zendesk Z Bot - Make it stand out An illustration of how the greeting message works for different user personas https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/250688a3-6243-43ab-8f84-8942ae0bcdb2/0_H7Y6AA39Z_fZHvTJ.png Work - Zendesk Z Bot - Make it stand out Examples galore https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/5dd5c14a-de89-423a-9f78-23f8c603eed3/0_NnvoNB3Qyrrp227K.png Work - Zendesk Z Bot - Make it stand out Words we use, word we don’t https://www.rachaelmullins.com/work/openforms-subscriptions monthly 0.5 2022-11-27 https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/77bcdf4e-a619-42b1-a479-a9a7d3f34a69/1_Q2n-0ayOUl7az6YX4OPJ9w.png Work - OpenForms subscriptions - Make it stand out The Plan screen for the new subscription flow https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/13c17896-29cc-4f88-a757-6ad2b10c9406/1_jpPXD7ZQ4dNcIDqYBI3ieQ.png Work - OpenForms subscriptions - Make it stand out A matrix of trial messages + their design system components https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/e76b9deb-af71-4dc4-ae68-432c79c00bed/1_y4_vg102GCNHXHIaVLiP0Q.png Work - OpenForms subscriptions - Make it stand out Making it clear that there’s still a confirmation step to come before users will be charged https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/b389829b-90dc-4b52-8074-e1f8d63f3931/1_Buj39ZBKvG5B6MiotlT_9w.png Work - OpenForms subscriptions - Make it stand out Using hierarchy and some super concise UX writing to cram a whole lot in https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/7ca324ff-4cc8-4d53-82b8-855721954bdc/1_muSC1isTZVtxcYumh-zKyA.png Work - OpenForms subscriptions - Make it stand out Page for the Pro plan on the OpenForms marketing site https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/1de0fda7-c7e6-4a87-8441-f16957e56325/1_K0EHSF4G0tQeGZAeRraoVQ.png Work - OpenForms subscriptions - Make it stand out Most downgraders would (thankfully) only see a subset of the items on this info-dense page https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/a219afb2-5875-45c5-bbd0-48fd41d83924/1_QJ7Z9X6obfLWdtYfh2M1hQ.png Work - OpenForms subscriptions - Make it stand out The ’30 days left’ message for trial users https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/b662cf3b-0524-4ed1-a169-2bdcc00af284/Portfolio+thumbnails+%282%29.png Work - OpenForms subscriptions - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/5dcf06fe-e4f5-445d-9e6e-9e1e362f9ae3/1_fDhNm3TwU4qoGxQNO22Lbg.jpeg Work - OpenForms subscriptions - Make it stand out Me annotating the user flow with questions and wording changes https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/daf6058f-34bf-4e52-8fad-452fe832982a/1_HFY-f9IMu3BF6HxtLa1IZw.png Work - OpenForms subscriptions - Make it stand out A flowchart created by our business analyst for the plan upgrade and downgrade process https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/94b372c4-859d-4820-a0fd-cb8534615934/1_k8i6i6xEOeNCVbXh9ri1Fw.png Work - OpenForms subscriptions - Make it stand out One of the upgrade emails I wrote for the new flow https://www.rachaelmullins.com/work/openforms-onboarding monthly 0.5 2022-11-27 https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/6a0d88d1-56c0-4da8-a6db-af296335a3cd/1_gaExpmtDx8-CbGn0Q9y_5A.png Work - OpenForms onboarding - Make it stand out Guidelines I created for our new content elements https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/28be812c-46dd-428a-a981-05c3664505b6/1_dO-XaRQC4f4MuEY19niN9A.png Work - OpenForms onboarding - Make it stand out Our new header with ‘Help’ clearly spelled out, and the last step of the product tour https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/65fe044b-b8b2-4a75-869a-0d9448f49d58/1_qopQfMFeDXX8LAhnmPw0iA.png Work - OpenForms onboarding - Make it stand out The old and new OpenForms interfaces https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/1dbd1e3b-b4a6-482c-98b7-66828033f66b/1_kAZ_pKjI0QuPEFObWYFvXQ.jpeg Work - OpenForms onboarding - Make it stand out Testing with a user from one of the councils using our products https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/0288e34b-34b2-4578-ad1d-b060601fabf2/1_jsXk9JmoDLetk2Z44a7mhA.png Work - OpenForms onboarding - Make it stand out Votes from the survey sent to users 2 weeks after launch https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/a0beadaa-923d-4b51-aa19-dd4859fca067/1_zgOZHDfDgotpUkgrxy9XTg.png Work - OpenForms onboarding - Make it stand out Email comm announcing the new-look OpenForms https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/cab55cef-507b-4a14-9453-ade6ec56d03e/1_f69hVm_V305x-tqQCScHYQ.png Work - OpenForms onboarding - Make it stand out Wireframe and design for our new welcome email https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/c79cb1a6-98e4-4a44-8a2a-f09a4d47bc30/1_0xzDh4p5j2aIyWSdDc2LFw+%282%29.png Work - OpenForms onboarding - Make it stand out The empty state users see before they create their first form https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/d9c922f8-e7fa-4c0c-887b-765c5a3b762f/Portfolio+thumbnails+%286%29.png Work - OpenForms onboarding https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/2115a24f-d42d-45cb-ac85-44cc2014c251/1_J0FF33ewGiad_0VWN6HlqA.png Work - OpenForms onboarding - Make it stand out One of the steps in our product tour https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/0ae7ffe3-b42e-4bad-8421-40d8e6daaaa7/1_WWk3HjwzXGIWA0x-cDK1bw.png Work - OpenForms onboarding - Make it stand out Ouch https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/fbff0e10-3ec1-4494-b8fb-cf51933b8305/1_Aw2GAefU8VG9ZoJ5Pi_VcQ.png Work - OpenForms onboarding - Make it stand out Link and embed options are now included in the form publishing workflow, not just on the settings page https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/0aff8e6d-8b5e-4a13-abc1-fd2657411852/1_dqqgpFEVwPmvnkaoxfe3Jg+%281%29.png Work - OpenForms onboarding - Make it stand out An empty state for the Themes page https://www.rachaelmullins.com/work/opencities-helpcenter monthly 0.5 2022-11-27 https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/4b6ed410-bb99-4ba6-aa46-31d8f95445d6/1_q9GdBDVdoZy3lUJz8F4I3w.png Work - OpenCities help center - Make it stand out A help topic I wrote that puts the benefits first, and chunks info using subheadings and numbered steps https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/7fd22ba5-6f23-4d83-bfb5-00b1c49e7fab/1_aF38eNrlHDsTegf2cW9KDw.png Work - OpenCities help center - Make it stand out Benchmark stats from a variety of sources https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/c9695314-80ba-44e2-ae9e-3073f89b657b/1_mN6BedxMUSuGL6_8CCxevw.png Work - OpenCities help center - Make it stand out A generic login for all content authors https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/95a746eb-c591-4ec2-9f0d-1740d1444c34/1_EVPt-nP8ImFRIXwg8QbU7g.png Work - OpenCities help center - Make it stand out One of the high-priority topics users were crying out for https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/126484d7-6109-4327-b3a8-c668300e7688/1_4zRwifDNyuk-QWv3xV9UIw.png Work - OpenCities help center - Make it stand out Getting some uncomfortable truths from our clients https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/007e9c15-7703-4d8e-a768-e1330da6c92e/1_gvoN3FCn8sk5IL_8CXUVjg.png Work - OpenCities help center - Make it stand out The new structure was reflected on the help centre homepage https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/ffee94f3-7397-4b0f-8afa-aa24b42e4336/1_ckJ2z-rsVK5XtbrGRnlbgg.jpeg Work - OpenCities help center - Make it stand out Performing a highlight test with one of our users https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/ad15156c-6349-4769-9e79-3fdb11c2bbab/Portfolio+thumbnails+%287%29.png Work - OpenCities help center https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/fe76df7b-905d-4d70-a7f5-bfca912e7eeb/1_XZeWhCOfyyPxmdn8iDt0YA.png Work - OpenCities help center - Make it stand out ‘URL Mappings’ became ‘Create custom URLs for pages’ https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/41ccbe64-e125-4f21-b331-903401bfafc5/1_5VmXPRhapgYv7sdIrxS0JQ.png Work - OpenCities help center - Make it stand out Comparison in readability between original and revised help topics (lower score is better) https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/b299035b-ed30-4239-ae73-631c878782b4/1_Ve7yB957VBLSZPqvd9SLIQ.jpeg Work - OpenCities help center - Make it stand out A client sorting the categories and topics covered in the help centre https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/afccd0e8-4f53-4665-8d30-62ebe56e865a/1_SA2bGNwEsGGAR5BTmGGv0w.png Work - OpenCities help center - Make it stand out Email introducing clients to the new-look help centre https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/842e2cfb-a366-4349-b165-2cbab0357d45/1_aah1cK5ZuKTeAMita-hKbQ.png Work - OpenCities help center - Make it stand out A never-ending list of changes https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/cf7afcb4-bc98-439f-8e41-9cf5d896abea/1_0Vk0qStRJVENuAVX0qxiEQ.png Work - OpenCities help center - Make it stand out Tree testing the help centre structure https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/96476b82-f7e4-402f-96a9-d2b5b48f509e/1_RgOXip46ABLVQnmoypfhyQ.png Work - OpenCities help center - Make it stand out Sometimes it’s hard to say ‘never’ https://www.rachaelmullins.com/work/category/Content+Design monthly 0.5 https://www.rachaelmullins.com/work/category/CONTENT+DESIGN monthly 0.5 https://www.rachaelmullins.com/work/category/TECHNICAL+WRITING monthly 0.5 https://www.rachaelmullins.com/work/category/CONVERSATION+DESIGN monthly 0.5 https://www.rachaelmullins.com/work/category/CONTENT+STRATEGY monthly 0.5 https://www.rachaelmullins.com/work/category/Technical+Writing monthly 0.5 https://www.rachaelmullins.com/work/category/Conversation+Design monthly 0.5 https://www.rachaelmullins.com/work/category/Content+Strategy monthly 0.5 https://www.rachaelmullins.com/home daily 1.0 2022-12-03 https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/33dff022-85bb-4585-89bb-605987de8818/Portfolio+thumbnails+%285%29.png https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/031a5e0b-d0a1-4d90-84e0-83713e04a6f3/Config.png https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/c197cd2c-510d-478c-b97c-573bc05638cb/Portfolio+thumbnails+%286%29.png https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/207a9bab-07be-4e4e-98c3-d58ef643e04c/Portfolio+thumbnails+%287%29.png https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/afc1d89f-6918-44dc-bdbd-4922d8f76367/Portfolio+thumbnails+%288%29.png https://www.rachaelmullins.com/about daily 0.75 2025-07-29 https://images.squarespace-cdn.com/content/v1/63721904421be36285e6b079/4e78a76b-ab9a-41bb-ae08-748cf29962b4/890617390020.jpg https://www.rachaelmullins.com/contact daily 0.75 2022-11-29