Content and tech to change customer behaviour and perceptions.

Expedia’s hotel support teams were snowed with requests that could be fixed via self service. I led work to create market-leading training and help for millions of hoteliers in a fully personalised Help Center - in 17 languages. I directed everything: strategy, UX design, tech, system integration, tone of voice, visual language, content strategy, launch and measurement. The result was a significant reduction in customer contacts, and improved hotel engagement scores.