Content Strategy Interviews

Selene De La Cruz Before you let a business manage your hard-earned money, you need to trust them. Selene De La Cruz and her colleagues at Robinhood have developed principles-backed practices that earn the trust of customers who use Robinhood's brokerages services. We talked about: her work on brokerage products at Robinhood how they tailor in-product recommendations based on customer profiles her ABCs of building trust with content design: accuracy, brevity, and three Cs - clarity, consistency, and care the workflow implications of the legal and compliance obligations that come with financial products, and the way content designers collaborate with their legal colleagues how they decide to chunk the delivery of information in their user flows the three pillars of trust set out in Frances Frei's "trust triangle" TED talk: authenticity, logic, and empathy how their focus on reliability, accessibility, and care align with Frei's trust pillars how her shift into a management role has expanded