Bringing a human touch to digital experiences
I harness the power of digital storytelling to shape lives for the better. In my work as a content designer, I write and design data-driven optimal experiences for users that align with business goals. Some recent projects at U.S. Bank:
credit card application flows for brands such as Kroger, BMW, Harley-Davidson and Fidelity
a new buy now, pay later product for U.S. Bank
Impact: 93-95% clarity ratings in user testing of initial design flows
designing an enterprise banker dashboard
Impact: one widget reduced personnel costs by $250,000 per year
Impact: cost savings of 8% by replacing legacy software functionality
Resume
UX Writing Experience:
Content Designer, U.S. Bank, 2022 - present (contract)
I have worked embedded on several agile, cross-functional teams:
o Credit cards - application flows for partner brands such as Kroger, BMW, Harley-Davidson, Fidelity, Korean Airlines
o Buy now, pay later (BNPL) product
o Enterprise banker dashboard
My responsibilities include:
Write, edit and implement content based on company strategy, including voice and tone, usability and business goals
Formally observe user interviews and usability sessions
Analyze and understand end-to-end customer experiences to ensure that all content is consistent in voice/tone/construction and technically correct
Assist in gathering requirements and assessing content needs
Update content logs, CMS and other documentation systems
Provide strategic content recommendations and writing/editing support for the UX team, product manager, business line, and other content stakeholders
Drive, advocate and embody a customer-centric perspective within and outside the UX Design organization, resulting in consistently simple and innovatively enriching experiences for customers
Content Strategist, Freelance, 2021 - present
Work includes landing pages and website redesigns with a goal of clear, concise and effective communication to users. Clients include a university department, a private consulting firm and a non-profit. My design process involves:
research methods such as in-depth interviews, competitive analysis
defining user needs/product problems using methods such as user personas, user stories and journey mapping
ideation through sketches, wireframes and prototypes
user testing to refine the final product through several iterations
Writing and Editing Experience:
I have over 10 years of professional writing and editing experience gained through editorial and content writing positions for both academic and community publications.
Editorial Advisor, Mathematics Department, Rider University, 2018 – present
Editor, Multiple Connections Community Newsletter, 2017-2018
Assistant Editor, Multiple Connections Community Newsletter, 2016-2017
Co-Editor, De Philosophia, bilingual philosophy journal, 2002-2003
Editorial Board Member, Carleton University Student Journal of Philosophy, 2000
Research Experience:
Customer Experience Auditor (Freelance), Bestmark, 2016 - present
o I collect data and write reports to help businesses monitor and improve customer experience.
o Onsite evaluations of large-scale brand businesses in terms of customer experience, including accessibility and marketing.
Dissertation Research, Ph.D. in Philosophy, University of New Mexico
During my Ph.D. I spent four years researching and writing about a new perspective on freedom in the ancient world. I completed a secondary literature review and plotted a detailed outline to guide my dissertation writing during several iterations. I analyzed and summarized previous articles and monographs on my topic. I presented my work at national and international conferences, where I gained valuable feedback which allowed me to incorporate new insights into my research. With this feedback, I was able to publish 2 peer-reviewed articles along with the final dissertation.
Education
Ph.D. in Philosophy, University of New Mexico
Dissertation Title – The Freedom of the Good: A Study of Plato’s Ethical Conception of Freedom
M.A. in Philosophy, University of Ottawa, Canada
B.A. (Honours) with Specialization in Philosophy, University of Toronto, Canada