UX Content Writer - Rider Tools

Day to day, you will:

• Work with the product, engineering, and design team in an agile environment; understand current and near-future needs, plan work, and execute against that plan. 
• Work closely with the team’s design lead and CTD’s lead content strategist to scope and execute UX writing work based on defined user needs and the structure of the experience. 
• Develop content that is rooted in user needs. 
• Design information flows and content usage guidelines that become the foundation of the user experience.
• Participate in evaluative research and usability testing to make informed UX content changes based on that research. 
• Create content that is easily translatable and can support riders with diverse needs. 
• Build on existing guidelines for displaying transit information. 
• Participate in design, research, and content team activities, including operations meetings, knowledge shares, and work reviews. 

What you can expect from your first 90 days at CTD:

• Dive into the MBTA system: We certainly don’t expect team members joining CTD to understand the operational details of the MBTA. From Day 1, you will begin learning the details of how the MBTA’s network of vehicles moves our riders around Greater Boston every day. 


• Dive into the world of Rider Tools:The Rider Tools team aims to provide riders with digital tools for using MBTA’s transit network. The team works across multiple channels, including MBTA.com and digital screens, to provide the right information at the right time and place. They have a new scope of work to create a mobile trip planning app.

About you:

• You are empathetic: You know how to build trust by centering users. You see users as experts in their field and in their own experience. You seek to collaborate with and empower users in the design process.


• You are a systems-oriented writer who brings experience, frameworks, and repeatable approaches to new problem spaces. You understand the value of bespoke design solutions, but you seek to exhaust existing knowledge and options first. 


• You are comfortable with complexity: The MBTA is a 120-year old transit agency with a huge number of moving parts. To design the right solutions, our team needs to understand the complexities of running transit services, the business operations of the MBTA, and how riders and staff interact with the system. 


• You believe in collaboration across disciplines. CTD teams are generally interdisciplinary, so you’re able to work closely with product managers, engineers, data specialists, and designers in an agile environment. As a UX Writer, you’ll help communicate content intent to your team members to ensure rider-facing information is rendered consistently. 


• You are communicative: CTD is an interdisciplinary team sitting within a large public agency. You’re able to communicate ideas and solutions clearly within context. You look for opportunities to show ideas or solutions early and often.

Work experience:

• Although we’re mostly interested in your ability to do the work listed above as demonstrated in your portfolio, here are some guidelines on the capabilities and experience we think might be most suited for this role. Please keep in mind that these are advisory, and not required. 


• 3-5 years of professional experience in content design, content strategy, UX writing, information architecture, or a related field. 
• Demonstrated experience writing user-centered content for mobile or web applications.
• Ability to identify frameworks, processes, and deliverables needed at each phase of the content design process. 
• Experience with industry-standard design tools like Miro and Figma. 
• Experience working in an agile development environment. 
• Experience using online collaboration tools (e.g. Slack, Asana, etc.) 
• Working familiarity with creating accessible product copy, including content design for screen readers. 
• Familiarity with the MBTA transit system as a rider. 
• Formal education in design, usability, fine art, writing, or a related field (this could be a college degree, a bootcamp, a certificate program, or something else entirely).