How one sentence saved thousands of dollars

A kiosk button rewrite that steered visitors toward digital tours

Role: Content Strategist & Writer
Client: Hong Kong Wetland Park (via Story Inc.)
Year: 2023
Tools: Figma

Designed a kiosk flow enabling visitors to plan park routes based on preferred exhibits and activities. As the sole content strategist on a three-person team, I shaped the language that guided every interaction.

The words "Print tour instead" crossed out on a sheet of paper surrounded by pencils

Problem

Visitors needed QR code access to personalized digital tours, but some lacked phones or data plans. Management wanted to discourage printing to reduce material costs, yet still needed a printed alternative available for accessibility.

Approach

I replaced the original ‘Print Tour Instead’ button with ‘Having trouble scanning the QR?’, hiding the print option behind an accessibility-focused question rather than promoting it as a choice. A secondary screen then asks: ‘Would you like to print your tour instead?’

Outcome

The client approved the change, leading to significant projected savings on ink and paper, and a reduced help desk workload from print requests.