AI content in the Dropbox Help Center

In 2023, Dropbox unveiled a number of new AI features across its non-enterprise products, plus an AI Control Center — dynamic filters, document summaries, translation tools, smart search, search summaries, universal search, and more. (Much of what was Dropbox AI now lives under Dropbox Dash.) The Help Center was the primary surface where users learned how to get, operate, and understand these features. As lead writer, I created the foundational articles for these updates and the main content for the new AI Control Center, plus internal documentation for CX agents and user-facing email macros.

August 2023 – February 2024, working closely with AI product teams, Trust and Security, Legal, Comms, Marketing, Design Studio, the Editorial Council, and Executive Leadership.

AI was not yet part of daily conversation the way it is now. Coming from years writing about AI in direct-to-consumer health tech, I knew the anxieties users carried. Being on the CX team meant working closely with global agent staff and bringing that voice-of-customer perspective into the content — advocating to not sacrifice clear, empathetic, useful explanations for word count or brand voice. Launches weren't happening in a vacuum either: Dropbox's LLM partner was facing turbulent media attention, which meant frequent 1:1s with the executive suite to make sure we were upholding Dropbox's AI principles and earning user trust.

• As Dropbox AI expanded (including Dropbox Dash launches), I became the main POC for UX writing consistency across all AI-powered products and features.
• Created and chaired a content writer and designer working group of twelve staff across four product teams, up to senior management — meeting weekly on product changes, AI Governance Board updates, Manual of Style updates around machine learning communication, and coordinated web and in-app design suggestions.
• Designed and wrote the AI features On/Off toggle in the AI Control Center: twelve design iterations, dozens of legal reviews, four months of cross-functional negotiation. Consulted and drafted dashboard copy alongside the primary AI content designer and Director of Content.
• Drove final policy outcomes: toggle stayed automatically "On" for beta users (slimmed in scope per Community and CX concerns) and "Off" for non-beta users; dashboard amended with more in-product messaging and direct links to AI Policy; agent conversational design updated to reflect more nuanced AI use across the company.
• Translated the same approach to Apple File Provider and Microsoft Cloud Files content, mentoring teammates beginning to work on similarly technical content.

• Using stacks

  help.dropbox.com/organize/using-stacks

• Try Dropbox Dash in Dropbox

  help.dropbox.com/plans/try-dropbox-dash-in-dropbox

• Dropbox Dash chat model picker

  help.dropbox.com/view-edit/dropbox-dash-chat-model-picker

• Dropbox Dash Trust Center — AI

  trust.dropbox.com/ai/79be44b4-2892-4aaf-a020-922ca0d32e29

Dropbox is a trusted brand because the trust they seek is rightfully earned. I'm proud of how much of my advocacy for putting the customer first stayed in the finished articles.