Introduction:

AliExpress is an Alibaba group e-commerce platform serving more than 190 countries and localising in 18 languages. I work in the global content strategy team (EN only) which is a part of the user experience design team (UED) and enable the company device content strategy, do UX writing, conduct research and help localisation partners localise the global theme.

Challenge:

Legacy and unlimited content published by different teams and used in different places with no clear governance

My inputs & solutions :

1. Conducted a content audit and created a system design.

2. Created content templates and helped the tech and business define tech codes and content structure on the place to ensure tech knows where content goes and business understands the logic of creating codes

3. Ensured the content team had clear overview of the tracking content being published

4. Defined terminologies which was shared between the logistics business , content team, help center team and platform product team. To ensure consistent tone, consistent term and consistent value to the users.

Results:

1. Glossary approved by AliExpress logistics team and Cainiao business team.

2. Content templates that's used as reference for Cainiao business to create their own content, enables contract writers to create content. Shared by Help center and customer service team to answer user questions and also used for email and push content.

3. Governance of content and a defined process of content production.