I introduced UX writing to a team that had never had it — and made it stick.

As LiveChat’s first UX writer, I built a content style guide from scratch — covering 4 complex products, training 15 teammates, and delivering it solo in 6 months.

<aside>

Company

LiveChat (currently Text)

My role

First UX Writer

Products

LiveChat, HelpDesk, ChatBot, KnowledgeBase

When

2021

</aside>

The challenge

Product copy across 4 complex products was written by developers, designers, and marketers — with no rules, no process, and no consistency. My teammates were writing UI content with zero UX writing background. I was brought in to change that, from scratch, alone.

What I did

Understood the current state Interviewed design and content teams. Audited existing copy. Mapped the gaps.

Built the basics Defined core UX writing principles, a writing checklist, and UI component guidelines.

Created a style & punctuation guide Conducted an audit, collaborated with the editor, and wrote rules with reasoning — not just dos and don’ts.

Developed a tone chart Mapped 6 tones to contexts, business goals, and user states. Made it practical and actionable.

The finishing touches Implemented a Grammarly Style Guide to reinforce rules in the flow of work. Set up a Slack channel for async questions. Ran workshops that didn’t just teach UX writing — they sparked a genuine interest in the discipline.

Style guide excerpts

Grammarly implementation

The outcome

<aside>

4

complex products unified under one voice

</aside>

<aside>

15

teammates trained across product teams

</aside>

<aside>

2

teammates who became UX writers

</aside>

Content consistency shipped across 4 products. Designers, writers, and PMs now reference one guide daily — no more conflicting styles, no more copy created in isolation.

UX writing became part of the product process. PMs started pulling me into projects for feature naming and concept definition. Content design went from an afterthought to a given.