Overview

SonderMind's Contact & Support page was one of the company's highest-traffic pages, yet it functioned primarily as a traditional support form. Users had limited self-service options, outdated support pathways, and few opportunities to quickly find answers or begin care.

Working alongside product, design, SEO, and content stakeholders, I helped transform the page into a modern support hub that balances self-service, customer support, and new client acquisition.

What I Did

• Partnered with cross-functional stakeholders to redefine the page's user experience and information architecture.

• Wrote and refined UX copy across the landing page, support pathways, and FAQ content.

• Helped shift the experience from a support form to a self-service resource center.

• Created messaging that guides both existing clients and prospective clients toward the appropriate next step.

• Developed FAQ content that answers common questions while reducing unnecessary support requests.

• Simplified complex insurance, billing, and scheduling information into clear, user-friendly language.

• Collaborated through multiple design and review iterations to balance user needs with business goals.

The Result

The redesigned experience transformed a traditional support page into a modern self-service hub that helps visitors find answers faster, connect with the appropriate team, and begin care with less friction. The project demonstrates my ability to combine UX writing, content strategy, and cross-functional collaboration to improve both user experience and business outcomes.