A decision-based framework for naming, currency language, and achievement copy—built to prevent the same arguments from happening in every design review, and to power a Claude skill for LLM-assisted copy review at scale.
Three structural approaches to organizing a rewards ecosystem, with a recommendation for which architecture best serves discoverability, extensibility, and product clarity.
A system for mapping customer emotional states to tonal attributes—so content decisions can be made consistently across a rewards product experience, from enrollment to tier unlocks to error states.