Do Nike Products Have a Warranty?

Background

As a part of enabling a product repair service mandated by the EU, a self-serve claim form and experience was deployed to 20 countries in multiple languages. Copy was required for a support content, claim webform UX copy, and product inspector email templates.

Approach

This fast-paced project involved intensive collaboration with numerous teams: legal, business operations, brand, localization, design, and engineering. I buried myself in Figma files, spent hours testing webform iterations, and discussions with legal and brand to refine policy language into simple and compliant copy.

Once I understood the intended journey, I stepped into the mindset of a consumer whose experiencing a product defect that wants their item repaired and just wants it done. No matter how well designed an experience is, it must have utility to the end user. I then created copy focused on these pain points in copy and help influence a customer-centric approach where needed.

*The linked article is for the UK support site.