Overview
To combat the recent wave of scams affecting retail customers in late 2023, I was tasked with creating a new help page in Best Buy’s help centre. The intent of the page is to inform customers about the most prevalent scams at Best Buy, provide tips for avoiding them, and instructions about how to report them.
My Role
I established the information architecture, interviewed the primary stakeholders to learn about the scams, and wrote the help topic content in its entirety.
Challenges
Concision
There are five prevalent scams that aim to defraud and mislead Best Buy customers (see the help article to learn about each). Condensing the information about the scams into three or four sentences required precision and a considerable understanding of the required information architecture.
Usefulness
When communicating to customers who have fallen for a scam, tone of voice is incredibly important. It’s paramount that help content convey calmness, while providing instruction that is clear. The balance was my primary concern during the writing process: utility prepared with assurance. Also, tips on avoiding scams should be detailed enough for customer
Future Iteration
As scams evolve, the help page must keep up with them. The content of the page must provide up-to-the-date information and instruction to protect Best Buy customers.
