I led content design efforts alongside Upwork’s Trust, Safety, & Social Impact team to create educational in-product messaging to help reduce circumvention attempts and fraudulent activity on the platform.
Project overview
Circumvention puts customers at risk of fraud and scams, robs Upwork of revenue, removes opportunities from other good users, and undermines our reputation system [which depends on feedback].
Team
Trust, Safety, & Social Impact team; Schwa content agency
Role
Content Designer
Tools
Google Docs, Figma, Miro
Timeline
6 months
Challenge
Customers circumvent due to a lack of understanding of how Upwork functions, the rules against circumvention, and the absence of consequences for circumvention.
Solution
Prohibit circumvention behaviors and educate customers in product to reduce the occurrence of circumvention and the harm it causes.
What I did
– Collaborated with Schwa to create conversational messages to consider
– Attended research interviews and readouts to iterate messaging
– Refined content post-launch
