UX Writer Michelle Handelman on Giving Customers the Information They Need to Succeed
April 22, 2022People and Culture Team People & Culture
When you get an error message on a website or app, do you wonder where it comes from? In most cases, a person writes every bit of copy in apps, websites, notifications, alerts and more. At CrowdStrike, that person may be UX Writer Michelle Handelman.
Here we sit down with Michelle to discuss her role, what drew her to CrowdStrike and how she is making the CrowdStrike voice helpful, consistent and, most of all, human.
Q. Tell us about your role and what drew you to CrowdStrike.
I’m a UX writer for the CrowdStrike Falcon® Identity Protection product group. I write text for products and web experiences at CrowdStrike. I collaborate with design teams, conduct research, understand best UX practices and create entire user experiences from end to end.
When I was looking for a role as a UX writer, one of the things I prioritized was being part of a team. In previous roles, I was sometimes the sole person in my role. I found that when I had a position like that, there was less room for creativity and other opportunities.
What I really liked about the position at CrowdStrike was that there was an entire team of UX writers, all working toward the same goal. Even though we aren’t all in the same product group, we’re still collaborating and working together to define the company’s voice.
Q. Why is it important to you to be part of a bigger team?
Working on a larger team, there are more developed resources you can use. For example, we have a UX content library and a list of content guidelines that help shape what we produce. This helps ensure that we produce content that is consistent and reliable. For example, if I need to write an error message, then my first step is to find out how other members of the team who work on other products wrote those in the past. I’m able to go through either the guidelines or collaborate with my fellow UX writers.
There’s also the added benefit of peer review that comes from working on a team. Another UX writer and I meet on a regular basis. We do a peer review of our projects, which always helps improve the quality of our work. The collaboration and support from across the team make for a stronger product that you don’t necessarily get when you’re working on your own.
Q. What’s something you enjoy about your job?
I really like that our team is focused on making improvements that our customers need and want. For example, we do usability testing to better understand customer needs. As a UX writer, it’s my job to advocate for the customer. We have an incredible customer base, and our customers provide us with critical feedback that is then translated into the product. It can be anything from simplifying technical terms, creating microcopy for feature requests or adding helper text to improve the user experience. We’re always looking for better ways to provide customers with the information they need.
Q. Tell us a little bit about how you work remotely.
First, I appreciate that the company trusts us to work remotely. In my previous jobs, there was a lot of micromanaging and checking in with remote employees. At CrowdStrike, they really understand that we are human, that we are adults. People get sick, personal things come up, you need to get to a doctor’s appointment. It’s a really flexible environment — that trust is such a good quality to find in an employer.
I also feel like CrowdStrike respects the balance between your personal life and your work life. I think that’s really important for a lot of people, especially in Israel, because historically that hasn’t been the culture. Here, I find that people respect your time and boundaries.
Q. Why do you think CrowdStrike is a great place to work?
In Israel, CrowdStrike may not have as much name recognition as some other tech companies, so people might not be aware of how competitive the company is in terms of the total benefits and compensation package. You’re rewarded for your work.
I also think recognition is always a factor. CrowdStrike is a place that shows appreciation for its employees, and you don’t get that everywhere.
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