Jarred Russell
Automation
Design Sprint
Strategy
Efficiency
Personalization
Creative &
Content Strategy
CHALLENGE
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.
SOLUTION
I crafted guidelines that aligned the brand playbook with the product design system for marketing. I defined conversational marketing and gave guidance on the look, feel, voice, and tone.
RESULT
The guidelines created a customer experience that was conversational and consistent, sparking unexpected joy.
Make it consistent
Make it conversational
Make it easy to understand
