🏢 Company: PNC Financial Group

🎯 My Role: End-to-End UX Content Strategy

🤝 Collaborators: Developers

📐 Skills: System Building

📌 Overview

PNC's commercial banking platform served business customers across 10+ product surfaces — document exchange, card management, accounts receivable, wires, permissions, and more. Each portal had been built by different teams over time, which meant inconsistent messaging across surfaces and developers writing their own ad-hoc copy when content support wasn't available.

To address this, I built and maintained a centralized content matrix of 500+ standardized messages with embedded variables, treating content as a shared infrastructure layer that engineering could reference directly — bringing consistency to every user-facing message across the platform.

🤔 The Challenge

The platform had grown organically over years, and the content reflected it. The same scenario — a payment failing, a document uploading, a permission being denied — could be communicated three different ways across three different portals. For business customers managing high-stakes financial workflows, that inconsistency wasn't just sloppy. It eroded trust at moments where clarity mattered most.

The challenge was threefold:

• Consistency across surfaces. Business customers used multiple portals daily and needed messaging that felt like it came from one product, not ten.
• Developer enablement. Engineering teams needed copy support that was faster than waiting for ad-hoc content requests — otherwise they'd keep writing their own.
• Scalability. Any system had to flex across 10+ portals and accommodate hundreds of distinct scenarios without becoming unmaintainable.

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The strategic problem was building a system that made consistent messaging the path of least resistance for engineering. As long as it was easier for developers to invent copy than to find approved copy, ad-hoc messaging would keep happening.

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👣 The Approach

Treat content as code. Engineering already worked from libraries of reusable components. Content needed the same treatment — a shared library developers could reference by ID, integrate into their workflow, and trust to be approved and consistent.