Product FAQ

Context

Odele is an e-commerce company that sells clean, premium hair and beauty essentials.

Problem

There is widespread consumer concern about cosmetic ingredient safety, particularly around the fragrances used in beauty products. Odele uses only natural fragrance—a key part of their value proposition—and the customer support team needs help clearly and effectively explaining why to customers.

🎯 Goal

Build trust with customers by clearly and transparently explaining why Odele products contain only natural fragrance.

👥 Audience

Odele’s customer base is:

  • mostly female

  • young—74% Millenial and Gen Z

  • primarily U.S.-based

  • concerned with ingredient safety and quality

🎙️ Brand voice

  • Fun, friendly + approachable

  • Youthful + relatable

  • Like a friend who just gets you

✍️ Approach

I needed to create copy that was clear, helpful, on-brand, and legally compliant. My writing process involved:

  • Research: Interviewed Odele’s customer support team (and used good ol’ Google search) to learn more about the fragrance industry and consumer concerns

  • Copy draft: Translated my raw notes into jargon-free, human language that addressed consumer questions with empathy and transparency

  • Copy edit: Revised for clarity, concision, and brand voice alignment

  • Copy review and fact-check: Asked the customer support team and product chemist to review, provide feedback, and sign off on my copy to ensure it:

    • was accurate

    • complied with regulatory requirements for cosmetic claims

    • aligned with Odele’s product formulation philosophy

    • effectively addressed consumer concerns

💡 Final copy