eBay's customers were overwhelmed by a disjointed experience because the brand expression and content strategy were inconsistent across channels, making it challenging to build trust.
I crafted a Creative and Content Strategy that aligned the Brand Playbook with the Product Design System, providing guidance on Voice, Tone, and defining Conversational Marketing.
The guide helped create an experience for customers that was conversational, consistent, and sparked unexpected joy.
Make it consistent
Make it conversational
Make it easy to understand
Make it valuable
Make it scalable