Building an enterprise content system for product experiences
Transforming scattered, inconsistent microcopy into a unified set of product content standards that guide design, engineering, and AI across a global platform.
ROLE
Senior UX Writer
TEAM
Cornerstone OnDemand, Inc.
TIMELINE
2022
THE CHALLENGE
Inconsistency at scale
As Cornerstone’s product ecosystem expanded, content decisions were being made in silos. Designers wrote copy differently across teams, components behaved inconsistently, and engineers often filled gaps during implementation- creating friction, rework, and usability issues.
The platform lacked:
A shared framework for voice, tone, and interaction language
Clear rules for components like modals, alerts, and errors
Naming conventions aligning design and engineering
Guidance for AI-assisted messaging and localization
THE PROCESS
Turning patterns into a system
I approached this work as a systems problem- identifying the sources of inconsistency and designing a scalable, cross-team solution.
1
Audit & Diagnose
Analyzed product flows, UI components, and duplicate patterns. Identified inconsistent messaging logic and conflicting terminology.
4
Align Teams
Partnered with PMs and engineers to validate technical feasibility. Mapped rules into Figma components.
2
Define Principles
Established affirmative, active-voice, and inclusive language principles to drive consistency across components.
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5
Govern & Enable
Built a scalable system helping non-writers produce stronger first drafts, reducing reliance on UX writing intervention.
3
Codify Rules
Developed reusable content patterns for modals, alerts, and empty states. Defined placement rules for inline guidance.
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THE SOLUTION
A unified content system
THE IMPACT
Easier to localize
Plain-language content reduced translation errors and made product copy more accurate across all regions.
Better drafts, faster
Designers produced clearer first drafts with fewer rewrites.
Smoother engineering handoff
Consistent rules reduced back-and-forth and eliminated implementation gaps.