BUSINESS MADE EASY I Bees
BEES is an e-commerce & SaaS company providing retailers and partners with all the tools, data, and insights they need to grow their businesses.
Founded in 2019 with decades of sales expertise, BEES was co-created by AB InBev and Ambev. Through this partnership, BEES has access to leading local logistics and distribution networks, more than 4 million small and medium-sized retailers worldwide, and a portfolio of 500 iconic brands.
BUILDING A PROCESS
Within almost three years at BEES, I helped to build the UX Writing/Localization team with a solid process that includes two kanban boards, process, guidelines, and supported non-English languages not covered by the in-house team, including French, Chinese, and Korean. Also, I partnered across levels and functions to help establish the UX department as the sole Portuguese writer and localizer.
Main projects
BEES Customer Platform and app microcopy - BEES Customer is the leading B2B e-commerce application that allows 4 million customers from 20+ markets to place an average of ~10M monthly orders, grossing ~$90M in monthly revenue.
Localization, review, and quality assurance of bees.com from English to Portuguese, as well as a variety of internal video marketing.
CASE STUDIES
CASE STUDY ONE - Flexible Delivery Date
The challenge
The Flexible Delivery Date is a functionality that allows BEES customers to have their products delivered on a different day than was originally scheduled for their order. It can happen for different reasons, like the urgency of having some products delivered faster due to a lack of stock. The challenge was to clearly communicate to our clients that choosing a different delivery date than the one scheduled before would apply extra fees that needed to be accepted.
The solution
The UX writing team had to come up with a clear message to avoid any abandonment during the checkout process. After many different versions, in collaboration with the design team, it was decided to add a specific copy to bring the client’s attention to the price increase.
CASE STUDY TWO - Order Status
The challenge
Every time customers buy a product from an online platform, the status of their order has an essential impact on their expectations. BEES customers rely on a timely and transparent order status communication to make their own business decisions.
The Order Status is a capability that consists of a series of push notifications that notify the customer of the status of their orders. The problem brought by our zone in Brazil was that the order statuses were unclear, bringing confusion and frustration to customers, leading increased calls to our customer service.
The solution
First, we had to identify the existing scenarios that would generate different order statuses. This was done through user research.
When the order is first placed, what is the message we want to convey to the customer? What if the customer cancels the order? What is the difference between this status and when BEES has to cancel it?
I partnered with the product design team to define eleven distinct scenarios with straightforward UX copy backed up by the research. Although this feature has just been launched, and it's too soon to have meaningful data on it, the initial impressions on the market show a high level of satisfaction!
BEES SUITE OF PRODUCTS
BEES Customer is the main product of the suite. There are several satellite products that support the different businesses around the e-commerce, such as BEES Partner (portal for vendors to access and manage the platform), BEES Care (customer care solution) and BEES Deliver (logistics solution for truck drivers) among others.
As a UX Writer and Localizer, I have been able to gain a deep knowledge of not just the business but also the different areas and personas present throughout the ecosystem. This allowed me to collaborate seamlessly throughout the different products and teams.