Lock Language

A content design system to clarify account security states and improve support efficacy.

-35% support contacts · 200+ components updated

The Challenge

Credit Karma's account security features used inconsistent language across products. "Locked," "frozen," "disabled," "restricted," and "suspended" all meant different things in different contexts. Members were confused about their account status.

My Role

• Led content design system development for account security states
• Created standardized terminology and patterns for security messaging
• Documented guidelines for consistent implementation across all products

Outcomes

• -35% reduction in support contacts about account security status
• 200+ components updated with standardized security language
• Consistent security messaging across all Credit Karma products

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