Assets with Wise
Customers wanting to invest with Wise need to understand how Assets work, how their money is held, and the risks involved.
The challenge
Assets is the first offering at Wise that involves investments. This is new territory for our customers and for the company.
The obstacle
The team went through 3 Product Managers during the discovery phase. Making delivery a messy process.
This meant the content had to be reiterated multiple times to align with urgent and unexpected changes.
The timeline
4 weeks to deliver 5 new articles and edit 3 existing ones. Aligning with teams like tax, legal, compliance, product, and design.
Questions were surfaced through user testing and interviewing Customer Support. From these feedback sessions, we learned that customers had 30+ distinct questions. I organised these into articles and subheads within them, arriving at 5 new articles being written.
By collaborating with the team’s Content Designer, we built a light information architecture to capture the top information in an easy-to-follow format.
Was the work impactful?
Sept 12–Oct 12, 2021 Article unique views
Contact rate compared to active Assets users
Articles were placed in the product and notifications, to educate and inform beta customers.
In the first 30 days, the related articles received 5,259 unique views in total, and contributed to a ~20% reduction in contacts.
One of the examples of linking to an article in the product