01. Setting the stage
Boundless Immigration offers affordable green card application aid through a high-touch process that takes most customers multiple months to complete.
While the company had previously built myriad products to reduce manual processes and craft a more fluid customer experience, the bulk of its communications still took place over email. We gave status updates, instructions, important legal information… they were more akin to novels than emails.
Dozens of long emails meant that customers would (understandably!) lose track of important information, leading to high rates of customer support reach-out.
02. My Role