I have over 10 years experience in UX writing, content design, and content creation. Expand the blue boxes to see some samples.
UX Writing
User Interface (UI)
To ensure a great user experience, I work with designers, engineers, and stakeholders to create effective microcopy that is clear and accessible for everyone.
Toast Messages
Toast Message Update
Challenge:
The existing toast messages (top image) had redundant messaging, did not provide useful or validating information, and had a robotic tone.
Solution:
I eliminated the label, included a dynamic field [user name] to validate the action’s actor, and applied a little word economy to tighten up the space.
Chatbot
Customer Service Chatbot
Challenge:
The JTECH Customer Support team was overwhelmed with phone calls. We needed a way to help users self-solve some common issues and filter inquiries to the right team members.
Solution:
I created a name and personality for our Chatbot (Hubspot) and wrote a human-centered script for her initial interaction. I also provided a general style-guide for the customer support team that followed our brand’s voice and tone.
Content Design
Information Architecture (IA)
It takes an understanding of how your app or website works from the user’s perspective to determine the best way to structure content. I start with a platform assessment, conduct stakeholder interviews, and collaborate with cross functional teams to understand how information is organized.
Information Hierarchy
Naming Conventions For Web Redesign
Challenge:
JTECH’s products and services were not easy to navigate on the website. We needed a way for potential clients to find what they needed even if they were unfamiliar with our products.
Solution:
Using a holistic approach, I created an IA based on industry and product category that allowed for a better user experience.
Taxonomy
Hierarchical Taxonomy For New Website
User Flow
User Flow For Merchant App
Background:
This flow was designed to encourage merchants to sell authentic branded products on the merchant’s app when they upload a product.
Content Management
From migrating content into a CMS, creating and maintaining content inventories, to working with content contributors and translators, I have experience managing and governing the content delivery process.
Content Localization
Translation Copy
Challenge:
IHG needed a process to localize content for their global audience.
Solution:
I worked with a translation agency on the translation and transcreation of content into 15 different languages worldwide. We later migrated to a custom CMS where the translated content was updated in real time.
International Content Audit (French and Spanish)
Intl. Content Audit
Challenge:
There were inconsistencies in the web content between the US, Canadian, and Mexican versions of the client’s websites: three websites: BF Goodrich, Michelin Man and Goodyear.
Solution:
For these projects, I was hired to provide a content audit for the French (.CA) and Spanish (.MX) versions of the site and compare it against the US version to identify the gaps.
Content Creation
Videos
From storyboarding and writing dialogue scripts, to the actual video production and publishing, I have hands-on experience creating video content using industry standard editing applications like Final Cut Pro.
Product Overview Video
Product Introduction
Challenge:
The sales team needed to introduce a new waitlist software to their current customers. Their target client was accustomed to using low-tech solutions.
Solution:
I scripted and produced a brief introduction video to outline the high-level benefits of the new product. In one year, the video had nearly a million views.
Explainer Videos
How-To Video
Challenge:
The sales and support team needed help explaining how to use the technical features of the company’s waitlist software.
Solution:
We took the top 5 topics people needed help with. I collaborated with the product managers and made a series of explainer videos for the end users.
Conference Booth Video
Conference Booth Video
Challenge:
The marketing team was short on time and needed a way express the benefits of the waitlist software at their booth during the National Restaurant Association trade show.
Solution:
Using only stock footage, I produced a 4k video in 10 days that they were able to loop on a large screen in the background of their display.
Writing and Editing
My writing and editing experience includes copy for: web pages, landing pages, blog articles, social media posts, advertising banners, newsletters, and marketing emails.
SEO
SEO Writing
It’s just as important to be found as it is to provide the audience with useful information. I research and strategically use keywords that are likely to end up in a search when creating content such as landing pages, product pages, and articles.
- City page (Cars2Charities)
Cars2Charities wanted landing pages for several key cities in California. They were targeting specific keywords related to location as well as types of cars for donation. - SEO site page (Coldea Video production company)
Coldea Productions wanted a landing page targeting specific keywords for the kinds of video services they offered.
Blog Articles
Blog Articles
Below are some articles I wrote to help government agencies on the process and best practices for planning and managing content:
- Content Do’s and Don’ts (Digital Services Georgia)
- What Is User-Centered Content Strategy? (Digital Services Georgia)
- Is Your Content Successful? (Digital Services Georgia)
- Why Your State Agency Needs A Content Strategy (Digital Services Georgia)
- Purge Content In 5 Easy Steps (And Why You Should) (Digital Services Georgia)