Challenge

Improving Internal Newsletters for Customer-Facing Teams

Customer-facing teams relied on Google Docs and Canva for internal newsletters, but the process was inefficient, with frequent formatting issues and reliance on the creative team. I addressed these challenges by creating a more effective solution with a visual hierarchy and storytelling format.

The CX team needed three weekly newsletter templates (Onboarding, Customer Support, and Customer Experience for updates, call rates, and process improvements. I streamlined the content with visuals, graphs, and links, designed the newsletter using rebrand guidelines, and built a reusable template, refining it through team testing.

The result: Other teams have since adopted it. This project underscored the importance of clear, engaging formats when simplifying content isn’t feasible and taught me how to manage large amounts of information effectively.

Takeaway: Sometimes, stakeholders may resist reducing content for a simpler experience. In such cases, embrace the challenge by leveraging storytelling to maintain team engagement.