Sabine Harnau

Leading the consumer communications work stream of this multi-team project, I was responsible for making sure all auto-notifications for consumers in 17 languages were created or updated and provided all copy for the purchase flow, including Terms & Conditions in easy-to-understand English, German and French.
Another responsibility was change management for long-standing customers to help them understand the changes.
I also acted as subject matter expert for the European and North… Meer weergeven

Leading the consumer communications work stream of this multi-team project, I was responsible for making sure all auto-notifications for consumers in 17 languages were created or updated and provided all copy for the purchase flow, including Terms & Conditions in easy-to-understand English, German and French.
Another responsibility was change management for long-standing customers to help them understand the changes.
I also acted as subject matter expert for the European and North American contact centres, supporting training with Q&A sessions and information shared via the Advisor knowledge base. Minder weergeven

Created project plan, user experience and information architecture for a new global internal, wiki-based knowledge base for Consumer Service. Drove research, user involvement, usability testing, change management and training of contributors.

The experience of emailing LEGO Consumer Service should represent all that we stand for as a brand. And in most cases, users should be able to help themselves. The new form allows users to find the correct answer or shows them where they can go to self-serve, and it makes filling in a form a little more fun.
Email is the most popular way to get in touch with the service team, so the contact us page promotes email while keeping all necessary contact information for phone and snail mail easily… Meer weergeven

The experience of emailing LEGO Consumer Service should represent all that we stand for as a brand. And in most cases, users should be able to help themselves. The new form allows users to find the correct answer or shows them where they can go to self-serve, and it makes filling in a form a little more fun.
Email is the most popular way to get in touch with the service team, so the contact us page promotes email while keeping all necessary contact information for phone and snail mail easily accessible. Minder weergeven

We're giving our FAQ section a pre-autumn clean - resetting our focus on the most frequently asked questions, rewriting every single item from scratch, localising them for our key markets and moving them into a new content management system.
This move goes hand in hand with a redesign that will make this section look much more appealing and make it easier to use.

Getting (e)mail from LEGO Customer Service should be an experience that deepens your relationship with the LEGO Group. The aim of the Style Guide is to help express who we are and how we see our consumers in all our communications.

Refining, operationalising and documenting the soh tone of voice; training the Customer Service and Delivery team in how to use it in all their communication, every day — and embedding our way of writing so it "sticks".

Revamping the password protected client area of soh.co.uk: concept, narrative user experience, copy, testing and change management (inside soh and with clients).

I wrote copy and reviewed the user experience for the music line website.

The Digital Ambassador Program aims to make digital initiatives, tools and platforms better known across all LEGO teams operating in central Europe. As Consumer Service's ambassador I support the Digital Marketing team in central Europe whenever consumers may be affected or involved. At the same time, this round table is very useful in making other teams more aware of my own team's online presence and exchanging best practice in general.

We launched a completely new and overhauled form to help customers order missing or lost LEGO parts online. I contributed the copy (English and German) and oversaw the French translation.