Content design & strategy

From books to digital commerce and service experiences, I guide teams to make things relatable and sensical, from end to end.

Design Technology

AT&T

As principal content designer for AT&T’s Design Technology group, I help scale human-centered design to the enterprise and cohere experiences across products and lines of business. I work closely with designers, researchers, program managers, technologists, and my fellow content designers to understand and solve hard problems that affect millions of employees and customers. 

What I’ve learned:

  1. How to collaborate on multidisciplinary design teams end to end.

  2. How to prioritize high-return activities and stop editing everyone’s decks.

  3. That content design is the glue within and across experiences.

  4. To always start designing with the conversation.

Work

Contact me for the password for these:

  • Proof of concept & playbook: Rich messaging for internet support

  • Coming soon - Upstream design & strategy: Helping DSL customers grok faster internet

  • Coming soon - Positioning & buy-flow design: Relatably differentiating internet speeds and packages

  • Coming soon - Content design leadership & governance: Building community around more inclusive guidelines

Creative Center (C2)

Charles Schwab

As a UX content strategist with Charles Schwab’s internal creative agency, I designed and modeled content for helping people understand personal finance topics from Treasury bonds to options trading.

I collaborated with marketing clients, UX architects, researchers, art directors, copywriters, and my fellow content strategists on brand awareness and marketing campaigns for web, email, social, and video, as well as authenticated customer flows and SEO-driven educational content. I also created agency playbooks on SEO and conversation-first design.

What I learned:

  1. How to work with clients who are also your colleagues.

  2. How to synthesize research and strategy into content models for copywriters.

  3. That I’m more suited to a holistic content-design role than the content strategist-copywriter distinction.

Personify Community

As a community consultant at this software company, I helped nonprofits and associations bring their members and constituents together both online and physically. Through research and creative ideation with clients, I defined, implemented, and assessed engagement strategies that aligned with the unique mission of each organization. Clients included the United Nations Girl Up Foundation, the Climate Reality Project, and the American Heart Association.

What I learned:

  1. How hard it is to get someone to do something online when they don’t really want to do it.

  2. How to tightly ladder goals, objectives, and tactics (or research questions) to vision and mission.

  3. What “engagement” data means and doesn’t mean.