Experience
Design System Content Designer Lithia & Driveway / 2021 - 2024
- Implemented design principles and voice and tone standards using content audits, brainstorming sessions, workshops, user research (Dscout and User Testing platforms) and other tools to create clear roadmaps, efficient processes, and effective team ceremonies which enhanced user experiences and optimized design efficiency.
- Worked independently to identify design system and content writing needs, then workshopped and operationalized content style guide and standards, in Zeroheight and Notion, increasing user satisfaction and raising NPS from 2 to 20.
- Conducted thorough analysis and completed accessibility (a11y) training to apply empathy and accessibility best practices to UX writing projects for enhanced inclusivity on web sites.
- Facilitated team ceremonies for feedback and critique, advised team members on style guide, and guided team with content standards, establishing clear, simple, consistent team deliverables for improved customer experiences.
- Led content input for multi-disciplinary “tiger team” focused on improving navigation and UX design for driveway.com site resulting in improved way finding for site visitors.
- Planned and wrote content for internal and external products by conducting user research (in Dscout and User Testing platforms), competitive analysis, and best practice assessments that created clear, simple user experiences using Figma.
- Empowered multi-disciplinary vendor teams through strategic guidance on prioritization, product vision, product naming, stakeholder interactions, content creation workflows, and user journey scenarios which enabled teams to align effectively and deliver enhanced user experiences, which drove overall project success.
Senior UX Writer
REEF / 2021
Solo content designer supporting all web products for end users, partners, and internal customers.
Educational Content Writer
EOS Worldwide / 2019 - 2021
Technical and Business Content specialist for all company training materials and communications. Established standards which created a clean, consistent voice across markets and brands.
UX Writer
General Motors / 2014 - 2019
Evolved this role to establish standards for content of in-vehicle systems. Acted as single point of contact for all things text in the UX department.
Technical Writer
CSC / 2007 – 2014
Documented cyber security standards and trained IT employees to recover from a failed audit for client. Supported major IT projects through training and documentation.
Documentation Specialist / Process Analyst
Allstate Insurance Company / 2003 – 2006
Led documentation, training, and process improvement efforts in a variety of teams. Set up and supported tools for issue tracking and team collaboration.
User Centered Writer / Designer
Teradyne - Broadband Test Division / 2000 - 2002
Created and tested user facing materials for telecommunication testing equipment including software interfaces, documentation, and marketing demonstrations.
Skills
UX Writing | Tech Writing | Interaction Design | User Testing | Content Strategy | Voice and Tone | Accessibility
Education
Certified Professional in Accessibility Core Competencies (CPACC) / 2024
MSLIS Knowledge Management and Competitive Intelligence
Drexel University / 2014
MS Coursework in Human Computer Interaction
DePaul University / 2002 - 2004
BS Scientific and Technical Communication
Bowling Green State University / 2000
AS Engineering
Delta College / 1997
