I partnered with the Design Systems team to craft documentation and Figma assets like this one to guide Product Designers in their UX writing.
Leading UX Content for an Enterprise Product Design Team
I established a UX Content practice to educate across and beyond a 50+ person enterprise product design team. Domains served Fortune 500 clients such as Google, AT&T, Amazon, and Dick’s Sporting Goods.
I hosted trainings, crafted AI writing assistants, and partnered with Design Systems team members to maintain and promote style guides.
My work improved readability from post-graduate to middle school reading levels; drove design consistency across products globally; and helped reduce customer support calls by more than 20%.
In 2 years, I built relationships and generated buy-in to grow the UX Content Design team from 1 to 4 full time employees.
Emily led a 0-1 pilot initiative to engage customers and help drive sales.
Voice and Tone Tailoring and Prompt Engineering for an AI-powered SMS Chatbot Pilot
Led content strategy and prompt engineering under tight legal scrutiny to launch Asurion’s first ever two-way SMS initiative, powered by GenAI for same-day/next-day phone delivery and setup. In the first week of the pilot, the effort drove a 10%+ click through rate, increased setup rates by 7%, and drove a 1.3 point increase in SP100.
Let’s connect
There’s a whole lot more. For more detailed case studies, contact me on LinkedIn.