A cross-functional revamp of the end-to-end comms journey for prospective Lyft drivers, from application start through their first 30 days. In partnership with Growth Marketing, Product Marketing, and Product Design, I audited the existing experience, incorporated user research, and identified key friction points where applicants were stalling.

I led and reubuilt the lifecycle strategy across email and SMS, creating about 100 comms triggered by where applicants were stuck in the process, providing them with timely support.

The redesign drove a 24% increase in click-through rates and a 1.5% lift in activation. Reach out for a walk-thru of the case study.