Making nearly 100 questionseasier to navigate.

Two content systems, one launch

The marketing team had accumulated a large collection of internal BNPL assets. Some were current and useful; others were outdated, duplicative, off-brand, or difficult to locate. The team needed a reliable view of what it had and what still needed to be created.

The customer experience created a connected problem: nearly 100 questions covering payments, credit checks, fees, refunds, fraud, and statements. One long list would be difficult to scan, especially on a phone.

Turn a warehouse into an inventory

I cataloged internal assets in Excel, recording each item’s type, purpose, condition, and status. I flagged outdated, duplicate, and off-brand material; identified gaps; and recommended what to keep, revise, archive, or create.

The inventory connected content condition to a decision and gave the launch team a clearer basis for production.

Benchmark customer expectations

I reviewed help content from other BNPL providers, collected recurring questions, grouped them by theme, and identified subjects Synchrony needed to address clearly.

The benchmark was not used to copy a competitor’s structure or language. It distinguished expected baseline content from opportunities to make Synchrony’s guidance clearer or more complete.

Build a taxonomy around user concerns

I helped organize the question set into recognizable customer concerns rather than internal organizational language.

The structure gave people a practical first decision: identify the subject, then find the specific question.

Make the model work on mobile

I worked with design to recommend a nested-accordion experience that progressively revealed detail:

The design intent was to make a large FAQ set manageable without placing nearly 100 expanded questions on one screen.

Write for a stressful moment

Financial help content often reaches people when they are confused, worried, or dealing with possible fraud. The writing needed to be direct without sounding cold.

The published answer acknowledges the seriousness of the situation and directs the customer to Synchrony for immediate support.

A navigable help-content system

• Searchable inventory of BNPL marketing assets
• Keep-revise-archive recommendations
• Competitor help-content benchmark
• User-centered categories for nearly 100 FAQs
• Recommended nested-accordion content model
• Plain-language support copy for topics including fraud and fees

With post-launch data, I would review category-level opens, unsuccessful searches, repeated customer-service questions, and mobile drop-off points within the accordion sequence.