Nest - Customer app
I was the lead writer for the launch of Nest’s new customer app. As well as shaping the wider content strategy for the UK’s biggest pension provider, I transformed the end-to-end user experience helping thousands of customers confidently navigate their financial future.
What the copy needed to do
Demystify pensions: Translate terms like annuity, drawdown and tax relief into plain English without losing accuracy.
Build trust at every touchpoint: Sound authoritative and dependable at moments involving money, data orlong-term decisions.
Guide, not advise: Inform and empower decisions on contributions and investments while staying clear of regulated advice.
Stay consistent across web and app: One voice and one set of patterns for tasks like contribution changes and beneficiary nominations.
Engage a wide range of customers: Keep the tone reassuring and prioritise clarity over cleverness so the experience works for all levels of digital confidence.
Work hand in hand with design: Using research and testing to ensure every piece of micro copy (buttons, errors, hint text) served a purpose.
Emma Poole, Creative Director
Victoria is a great Content Designer to have on your team. She's detail oriented, quick to understand complex client problems and suggest content solutions that are designed for the user. She was a great asset to have on the TCS team, especially when working on a very challenging pension project like Nest. Victoria has the ability to work well autonomously and as part of a dynamic design team. I would have no hesitation in recommending her and hope we can work together again in the future.