While at Meta, I authored a variety of communications on behalf of Novi, the org’s erstwhile standalone payment app and financial brand. These included customer commitments, featuring detailed explanations of our transactional process. The goal of the customer commitment documents was to proactively allay consumer fears that Meta/Facebook would either mishandle user data or use it for marketing purposes. I drafted pages like the one below in consultation with our partners in legal, PMM, and brand.
Once the product was sunsetted, I drafted the static page that would live at novi.com informing users of the coming end to the product. Importantly, we let users know that Novi was in fact a pilot offering which would hopefully offer some implicit context as to why it was now going away.
From there, the priority was to direct users to access any remaining funds they had left in the app as quickly and seamlessly as possible.
