On-demand library talk

How content design shapes Chewy’s customer experience

Chewy is well-known for wow-ing customers with hand-written notes, oil paintings of their pets, and outstanding service over the phone. As content designers, we aim to bring that compassionate, human experience into our digital products, even for the most routine transactions. But we can’t do it alone. Chewy’s content designers make connections with teams across the company to create an outstanding experience for pet lovers.

In this session, you’ll learn:

  • Product design is just one piece of the puzzle. Work with teams across your organization to understand how they shape the customer experience.
  • Partner with customer service representatives as content creators, but also as end users of your products.
  • In a customer-centric company, words matter in every point of the journey—not just when something goes wrong.

How content design shapes Chewy’s customer experience

Chewy is well-known for wow-ing customers with hand-written notes, oil paintings of their pets, and outstanding service over the phone. As content designers, we aim to bring that compassionate, human experience into our digital products, even for the most routine transactions. But we can’t do it alone. Chewy’s content designers make connections with teams across the company to create an outstanding experience for pet lovers.

In this session, you’ll learn:

  • Product design is just one piece of the puzzle. Work with teams across your organization to understand how they shape the customer experience.
  • Partner with customer service representatives as content creators, but also as end users of your products.
  • In a customer-centric company, words matter in every point of the journey—not just when something goes wrong.
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