Health insurance in context
Customer listening, personal experience, and common sense told me that when individuals get a big, scary diagnosis, they want support. I wanted to provide an alternative to asking Dr. Google during a 2 a.m. period of insomnia.
I used phone call transcripts and talked to experts to answer commonly asked questions in a reassuring, but not coddling way. The sections on mental health, pregnancy, and preventive care helped reduce phone calls 10.5% and made the phone calls we received more targeted to the individual.
Tone and Voice Refresh
LifeWise got a new brand identity, and I brought it to life with new tone and voice. The website needed to reflect the we heard you, you can do this message.
Brand Story Developed
Air Lake Plumbing needed a voice and a personality. I positioned the company as being family focused–just like you.
I listened to stories, created talking points–and sometimes served as content therapist encouraging colleagues to go on camera.