Stepping up as content strategist, project manager, and sounding board, I collaborate with BetterUp’s Customer Care, Coach Operations, and Coach Experience teams to write, edit, and scale communications for the global BetterUp Coach community.
Only 8% of applicants pass the company’s selection process: They are highly-educated, internationally-dispersed, technologically-savvy, and attentive to detail.
Jump to the Coach Communications Playbook, The BetterUp Voice and Style Guide, and the BetterUp Coach Profile Setup Guide.
“Jess is not only a fantastic writer - dreaming up, crafting, and perfecting countless polished communications for us - but she is also a gifted strategist and operator.
Above all, I have always been particularly impressed with Jess’s positivity, responsiveness, flexibility, and deep level of care in the quality of her craft.”
coach communications playbook
Together with the Program Manager of the Coach Experience, I helped define and elevate the BetterUp Coach voice, supported by a comprehensive Coach Communications Playbook and extensive grammar guide.
To encourage an efficient process that elicits high-quality content, we included content tiers and process guidelines; an outline of communications options; an overview of five unique coach personas; voice and tone; and sample communications.
The Betterup voice and style guide
After the success of the Coach Communications Playbook, the Member Experience team reached out for help finding the right voice to create engaging and transformational resources for BetterUp’s users, or members.
I led an exploration of BetterUp’s previous voice and ideal voice with key stakeholders, including BetterUp’s co-founders Alexi and Eddie.
Armed with insight, I honed in on the ever-elusive user voice and identified various elements of implementation, developed best practices, and defined common pitfalls to deliver The BetterUp Voice and Style Guide, The BetterUp Grammar Guide, and a cheat sheet.
We also further iterated to include a localization guide and resource templates.
The Betterup Coach profile SETUP guide
I collaborated with the Senior Manager of Customer Care & Coach Experience to create a guideline for BetterUp Coaches on how to create their BetterUp profile. This is what BetterUp Members see when they’re choosing their potential coach.
As coaches tend to already have their own portfolios and websites, this guide needed to be extremely detail-oriented and specific, while still leaving room for coaches to let their personalities shine.
Tap below to see the complete guide.
Images credited to BetterUp