My skill set
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I take complex topics and break them down into clear, concise, and on-brand content that resonates with audiences.
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My expertise goes beyond wordsmithing — I create data-informed UX and content strategies that are centered on the customer and drive results-based experiences.
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I have a solid content and design toolkit, from content audits to usability testing, leading workshops, and co-designing in Figma.
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Collaboration is at the heart of my work. I enjoy partnering with product, marketing, and support teams to design solutions that make sense across the customer journey.
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Examples of my work
Solving for time-to-value issues with product-wide content strategies
At HubSpot, we were putting a heavy burden on customers to make connections between menus of tools and data across their account so they could discover value and grow.
I led discovery to define common problems experienced by customers across the product. I then crafted a proposal which was added to the roadmap for four teams in different product areas.
Increasing the usage of an automation management tool by 174% with content usability testing
I worked with two teams at HubSpot who were shaping the way we talked about data quality in a customer's CRM.
With the relationships between data quality concepts becoming increasingly complex, and impacting multiple parts of the product, I aligned teams on terminology and increased the usage of an automation management tool by 174%.
Analyzing and increasing the performance of a suite of 570+ help articles
At Mailchimp, I designed a custom dashboard that gave us insight into how customers were interacting with help articles. I also audited, labeled, and tagged each article in our CMS so we could understand how key article types were performing.
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By identifying low performing content I increased self-serve rates, while also creating a long-term maintenance strategy for the knowledge base.
