UX STRATEGY AND CONTENT DESIGN | EBAY

As a Senior Content Designer at eBay, I focus on ensuring in-product messaging delivers the right information, at the right time, in the right way to support a seamless selling experience. Business goals and research insights shaped how we introduced and scaled Simple Delivery, a major update to how sellers package, ship, and post items.

From onboarding through label creation, I refined messaging to reduce friction, build confidence, and help sellers understand a new delivery model. This work contributed to ~15% faster average listing times (October 2024 to March 2025), helping close the UX and speed gap with competitors. Mandating Simple Delivery for all C2C sellers is projected to generate an estimated $60M in revenue in 2025, while simplifying a historically complex part of selling on eBay.

Content Strategy

The content strategy for Simple Delivery was designed to make shipping clear, trustworthy, and easy. It defined how information is introduced, sequenced, and reinforced across the seller journey, aligning education with key decision points rather than overwhelming sellers upfront.

Research showed that clarity, control, and reassurance are the strongest drivers of adoption. Sellers needed contextual, step-by-step guidance to understand how the service works, when it applies, and what they control.

This strategy focuses on:

• Establishing voice and tone guidelines and a glossary of approved terminology to ensure a cohesive experience at scale.

• Defining a clear hierarchy of key messages and value propositions.

• Applying those messages consistently across onboarding, listing, seller preferences, and post-sale surfaces.