TIAA’s Life Essentials series supports people navigating major life transitions. For this project, I created both the overview and deep-dive pages for users facing a job loss or career change, working closely with design, research, and legal partners to make the guidance clear, structured, and easy to absorb. User interviews highlighted a need for reassurance as much as information, so I shaped the content with a tone that balanced expertise with empathy.
To make the experience fast to navigate, I used clean hierarchy, modular sections, and question-led subheads that helped users find what they needed quickly. This approach also improved consistency across channels by making the content more machine-readable for digital assistants and AI-driven tools. Throughout, I partnered with product and design to storyboard the flow and align the voice and visuals around key decision points like health coverage, retirement savings, and next steps.
I also developed supporting content — FAQs, contextual explanations, eligibility guidance — to break down complexity into smaller, high-signal pieces. Every word went through Legal, Risk & Compliance to keep the plainspoken tone both accurate and compliant. The result was a flexible content system that met users where they were and held up equally well for human readers and machine interpretation.