FAQ Redesign & Content Overhaul
Timeline: Q1 2024
Role: UX Writer / Content Strategist
I led a comprehensive rewrite and reorganization of Grailed’s user-facing FAQ and policy documentation. The goal was to improve clarity, reduce confusion, and ensure complex topics—such as tariffs, international shipping, and platform policies—were communicated in a clear, scannable, and trustworthy way.
**Due to confidentiality and legal constraints, this case study focuses on outcomes, decision-making, and final deliverables rather than early-stage drafts or exploratory artifacts.
The Problem
Seller documentation had grown reactively over time as new policies, products, and regulations were introduced.
As a result:
-
Critical information was buried in dense paragraphs
-
Terminology was inconsistent across articles
-
Data and product policies were outdated
-
Support teams fielded repeat clarification questions
This was especially impactful for sellers navigating tariffs, customs, and increasing fees.
Constraints & Considerations
This project operated under several constraints:
-
Existing content needed to remain legally accurate
-
Policies were being updated in real time as ongoing edits happened
-
Multiple stakeholders needed alignment on terminology and tone
Goals & Success Criteria
The primary goals of this redesign were to:
-
Improve information hierarchy
-
Reduce cognitive load for users navigating complex topics
-
Create consistent terminology across documentation
-
Align content with Grailed’s brand voice while maintaining clarity
Success was evaluated through stakeholder feedback, Zendesk and SEO data, and reduced need for follow-up clarification from sellers.
Process & Content Strategy
I approached the rewrite with a content-first UX strategy:
-
Audited existing FAQ articles for redundancy, clarity, and outdated information
-
Identified recurring user pain points
-
Grouped information based on user search and inquiry data
-
Standardized headings, terminology, and tone across articles
Special attention was given to high-friction topics such as fees, international shipping, and buyer trust, where clarity and precision were critical to user trust.
Final Launched Experience
Information hierarchy based on SEO data
Consistent branding and tone
Data gaps filled
This project reinforced the importance of treating documentation as a core part of the user experience. Clear, well-structured content reduced ambiguity for both buyers and sellers, and supported internal teams by creating a shared source of truth.
If revisiting this project, I would have liked more time to parse out additional user-data insights and work with our design team to complete a full design overhaul that further aligns with best practices for a visually appealing user-centered FAQ page.