Irina Silianova

I was a Reviewer for the UX Writing Course by Yandex.Practicum — the EdTech branch of the leading Russian IT company

Reviewed ~100 homework assignments, maintaining an SLA of 48 hrs per item and CSAT=5 (5-point scale).

Worked on a mobile app as a UX Writer and Localization Manager (CIS countries)

• Participated in the design process, creating user flows and microcopy in En & Ru
• Managed the localization process (4 locales, ~10,000 strings)
• Created a glossary and guidelines

Came up with a UI feature resulting in a 4% increase in first purchase

As a Conversation Designer, I worked on an AI-powered customer support financial chatbot (#1 in MarksWebb Chatbot Rank 2021) and voicebot.

• Designed from scratch and optimized existing chatbot and voicebot scenarios
• Wrote microcopy; enriched chatbot microcopy with interactive elements (widgets, chips, and more)
• Developed a chatbot content design system
• Lead the team of 4 CxDs

Optimized several user flows and microcopy. In each case, it reduced the share of chats ending in chatbot-to-human handoff up to 10%.

I worked with several UX teams of YooKassa, a leading Russian online payment service, B2B branch of YooMoney (ex-Yandex.Money)

• Participated in the design process, creating user flows and microcopy
• Created chatbot microcopy, emails, landing pages etc. 

Helped optimize the invoicing page of YooKassa, resulting in a 20% increase in feature usage.

• Developed and implemented a content marketing strategy
• Created marketing texts: blog posts, gated content (e-books, white papers), case studies, ad copy, etc.

Set up the process of creating case studies from topic selection to distribution; created the company’s first white paper.