Steven Rao Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Maintained the Help Centre, created self-service help content for a new product, and managed in product notifications.

Melbourne, Victoria, Australia

Responsibilities: Worked closely with a cross-functional team to launch innovative banking and payment products for the US market, including card payment services, QR code payments and premium instant transfer services. Designed UI content tailored for Android, iOS and web experiences. Delivered a range of onboarding content, including multi-factor authentication flows, KYC forms, FAQ articles and email communications. Helped lead the maintenance and uptake of content resources, including the company’s content style guide and AI writing tools. Supported translators to localise content.Achievements: Contributed to the end-to-end design of card payment services that consistently surpassed signup, transaction volume and revenue expectations.

Richmond, Victoria, Australia

Responsibilities: Mentoring and upskilling product designers to improve UI text writing capabilities. Maintaining a writing style guide and providing training on tone of voice, and good UI writing principles. Working on high impact and high visibility projects where successful onboarding is critical.

Glen Waverley, Victoria, Australia

Responsibilities: Provided microcopy and performed UX design reviews for MYOB’s online accounting products. Delivered onboarding messaging, including walkthroughs and banners for the first time experience.Achievements: Identified the most popular support issues, addressed them via in-product design changes and help page content. In one case we reduced the percentage of users who would call about an issue from 17% to 3% within 6 months, saving 300 phone calls per month.Created help content and onboarding for MYOB Advisor, a product that helped MYOB achieve 8th place in the AFR Australia’s Most Innovative Companies 2018. CSAT of 8.3/11 achieved in the first 30 days of release.

Burwood East, Victoria, Australia

Responsibilities: Prepared release notes, user guides and online help pages for Australian and New Zealand clients. Worked with the Product Development team to help design UI and workflows for new cloud features introduced in MYOB software. Wrote blog posts and “what’s new” guides for each new release.Achievements: Helped thousands of MYOB clients and accountants move successfully from desktop based software to new cloud solutions through a series of user guides and videos. Scoped and wrote tooltips for all fields throughout our most popular product, making the software easier to use and reducing the need for documentation. Helped with UX design and messaging, API documentation, and in-product help that users found intuitive, reducing support calls. In 2015, our team migrated product help content from static HTML pages to a Confluence CMS, and implemented customer feedback features. We improved the learning materials’ helpfulness rating from 39% to 70% in 9 months.Created a help site for MYOB’s superannuation portal in September 2015, and the helpfulness rating reached 88% in November 2015.

Burwood East, Victoria, Australia

Responsibilities: Created emails, faxes and direct mail pieces that encouraged the uptake of software upgrades and new services. Wrote feature-benefit copy for the website in a simple and succinct style. Produced technical documents for support plan subscribers. Reviewed technical content of newsletters sent to professional partners.Achievements: Helped increase the retention rate of support plan subscriptions through a series of comprehensive technical guides, including End-of-Financial-Year guides that clients recognised as adding value to their subscription. Reviewed and restructured MYOB Australia's website content for a CMS.

Blackburn, Victoria, Australia

Responsibilities: Created online help systems, user guides and release notes for the SME, Retail and Accountant segments. Developed simple multimedia movies in QuickTime and Flash formats for the online help system and website.Achievements: Researched and developed a Flash-based browser for use on MYOB CDs, which was then implemented successfully in other countries. Assisted in reviewing and streamlining the User Guides, whose simplified content was well received internally and externally with minimum technical errors. Created videos that helped customers transition to the GST successfully.

Blackburn, Victoria, Australia

Responsibilities: Handled phone and fax technical enquiries. Developed and maintained MYOB FAQs for use by the Support team and customers. Created and maintained a Technical Support Intranet knowledge base. Wrote “Tips & Techniques” content for the Discover magazine and MYOB Support Bulletin that were sent regularly to MYOB Cover subscribers.Achievements: Reviewed and standardised 150+ support documents to ensure accuracy and maximum readability and developed a style guide to ensure consistency. A survey of MYOB’s Discover magazine readers rated Tips & Techniques the most valuable content of the magazine.