Content Strategy: Print Optimization

The organization was spending millions annually on printed member communications, many of which were:

  • Redundant

  • Operationally inconsistent

  • Longer than necessary

  • Inconsistently formatted

  • Generated by siloed teams with no shared standards

Print volume was rising year over year, with no system to evaluate whether pages were needed, effective, or even being read. Operations flagged escalating costs, and leadership needed a strategy that delivered clarity for members AND cost savings for the organization.

I led a cross-functional effort to create a print communication strategy that streamlined content, reduced page counts, and aligned UX, content, design, and operations around shared rules.

My Role

Content & UX Strategy

  • Audited existing printed communications (kits, inserts, disclaimers, cover sheets, educational materials)

  • Identified redundancies, repeated language, and outdated legal copy

  • Rewrote long and complex pages into clear, member-first microcopy

  • Built a consistent structure for printed documents across programs

Operational & Cost Modeling

  • Collaborated with Ops to understand pricing models including:

    • Per-sheet costs

    • Insert fees

    • Fulfillment processes

  • Modeled scenarios for cost reduction (e.g., removing pages, condensing content, eliminating inserts)

  • Created rules for when “additional sheets of paper” could be added and when they should be absorbed into base kits

Cross-functional Alignment

  • Facilitated discussions between UX, Content, Legal, Ops, and Design

  • Established shared standards that reduced review cycles and improved enterprise efficiency

  • Helped teams understand the financial impact of content decisions

  • Created reusable frameworks that future programs now adopt

The Solution: A Scalable, Cost-Efficient Print Strategy

Content Reduction & Consolidation

I condensed multi-page kits by:

  • Eliminating duplicative content

  • Merging similar sections

  • Removing outdated or non-required text

  • Rewriting overly verbose copy into concise, member-focused guidance

Average page reductions ranged from 1–3 pages per kit, which translates to meaningful savings at enterprise scale.

Standardized Print Structure

I developed a consistent, repeatable format for:

  • Cover sheets

  • Disclaimers

  • Instructional content

  • Program-specific inserts

This reduced confusion, review time, and the likelihood of adding unnecessary pages.

Data-Informed Cost Modeling

I worked directly with Ops to align on:

  • 2024 and 2025 print volumes

  • Per-sheet pricing

  • Which sheets belonged to base kits vs. “additional sheets”

This allowed us to forecast savings with precision and prevent unexpected cost escalations.

Member-First Experience Improvements

Even with fewer pages, member comprehension improved due to:

  • Clearer language

  • Better sequencing

  • Simplified instructions

  • Reduced cognitive load

The strategy balanced business savings with better UX.

Results & Impact

Significant Cost Savings

By reducing even 1–2 sheets per kit across large populations, the organization saved:

  • Hundreds of thousands in annual print costs

  • Time across review teams

  • Waste from unnecessary paper usage

Streamlined Page Counts

Content reduction translated into:

  • Fewer inserts

  • More efficient kits

  • Less operational complexity

  • Faster production timelines

Better Member Experience

Members received clearer, shorter, and more actionable printed materials, which was a massive improvement from the original dense page layouts.

Enterprise-Level Standardization

The framework I developed is now used by:

  • Member communications

  • Pharmacy programs

  • Care management

  • Compliance-aligned mailers

  • Future campaigns involving printed materials

It’s the first time the org had a unified print strategy.

Navigating Challenges

Lack of Existing Standards

Teams had been adding pages freely for years.
→ I created standards, templates, and decision rules to prevent waste.

Misalignment Between Ops and UX

Ops focused on cost; UX focused on clarity.
→ I produced dual-sided recommendations that met both needs.

Confusion Around Insert Billing

Educational inserts and “additional sheets” were misunderstood across teams.
→ I clarified which pages counted toward core kit volume vs. billable extras.

Final Takeaway

This project demonstrates my ability to combine UX thinking, content strategy, and operational analytics to solve enterprise-scale communication challenges. By building structure where none existed, I drove both significant cost reductions and a better member experience, all through strategic clarity and cross-functional collaboration.

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