Strong UX extends beyond interface design—it includes the content that educates users and the documentation that enables teams to maintain quality standards. This collection showcases two key writing initiatives at Sally Beauty where I identified knowledge gaps and created comprehensive resources to address them.
These projects demonstrate my ability to:
Translate complex technical information into accessible content
Create documentation that scales team capabilities
Take initiative on projects that improve user and team experiences
Write with clarity and purpose for different audiences
Project 1: DIY Hair Color 101 Educational Guide
The Problem
Before Licensed Colorist on Demand launched, Sally Beauty faced a significant challenge in educating customers about professional-grade hair color. Sally Beauty is the only major retailer offering professional cosmetology-grade products to the general public, which is very different from the standard box dye most people are familiar with. This created a substantial barrier between many potential customers and the products they could use.
The Initiative
I took it upon myself to research, write, and design a comprehensive downloadable PDF instruction manual that would demystify professional hair coloring for complete beginners. This was a self-directed project born from observing customer hesitation and recognizing a user need that should be addressed.
Content Strategy & Research
I conducted extensive research to understand:
The knowledge gap: What professional colorists know that DIY customers don't
Customer pain points: Where confusion typically derails the coloring process
Safety concerns: Critical information needed to prevent hair damage or skin injury
Product differentiation: How to explain professional-grade products vs. box color
I also collaborated with in-house color experts to ensure technical accuracy while making the information accessible for non-professional audiences.
The Content
The guide covered advanced professional concepts translated for beginners:
Color theory: How to read and understand color tones and levels
Developer selection: Choosing the right developer strength for different coloring goals
Application: Step-by-step instructions for applying professional color formulas
Pre-lightening with bleach: Safety protocols and proper procedures for lightening hair
After-color maintenance: Tips for preserving results and maintaining hair health
Understanding color tones and how to read shade names using the professional classification system
Writing Approach
The challenge was making professional cosmetology knowledge accessible without oversimplifying or neglecting crucial information. I used:
Progressive disclosure: Starting with basic concepts and building from there
Visual aids: Diagrams and color charts to reinforce written explanations
Clear warnings: Prominent safety callouts for potentially damaging mistakes
Conversational tone: Friendly, encouraging language that reduced intimidation
Example of a visual aid to help users understand the concept of hair levels and how to select the right developer strength
While the guide was never officially launched due to shifting marketing priorities toward the marketing team's SEO-focused content hub strategy, the project demonstrated design thinking and proactive problem-solving. The research and content strategy I developed helped inform articles for future content, and the guide serves as a strong example of my ability to create educational UX content.
Project 2: Confluence User Testing Documentation
The Challenge
When Sally Beauty dissolved their dedicated UX Research team, the responsibility for conducting user testing shifted to the UX design team. This created an immediate knowledge gap. While some designers had research experience, others did not, and we had no standardized process for conducting, documenting, or analyzing user tests.
Without proper documentation, the team risked:
Inconsistent methodology: Different designers using different approaches
Invalid results: Poor test design leading to unreliable data
Inefficient processes: Reinventing the wheel for each test
Onboarding challenges: New designers unable to contribute to research efforts
The Solution
I wrote user testing guidelines for the Sally Beauty UX Confluence that would serve as both educational resource and operational handbook. The goal was to democratize research capabilities across the design team while maintaining quality standards.
Documentation Structure
I organized the guidelines into three core sections mirroring the research workflow:
1. Creating a Test Plan
Defining clear research objectives and hypotheses
Determining test scenarios
How to brainstorm through exploratory questions
Writing clear, non-leading task instructions
An overview of different testing methodologies (moderated vs. unmoderated, remote vs. in-person)
Identifying appropriate participant criteria
Writing effective screening questions
2. Building & Launching a User Test
UserTesting.com setup
How to correctly set up a Figma prototype for testing
Pilot testing to identify issues before launch
Participant recruitment best practices
3. Analyzing the Results
Organizing and reviewing recordings/responses
Identifying patterns and pain points
Quantitative analysis approaches
Synthesizing findings into actionable insights
Creating effective research presentations for stakeholders
Documenting results for future reference
Exerpt from the user testing guidelines for writing clear, actionable task instructions that get the user to think on their own
Writing Approach
The documentation needed to serve multiple audiences, from experienced designers looking for a quick reference to novices who need step-by-step guidance. I wrote using a modular structure, with sections that could be referenced independently. Practical examples were used to illustrate real test plans and scenarios from past projects. I included resource links of curated external articles and tools for further learning where applicable.
