A whole lot has happened so far.
Here's a rundown of my greatest hits.
A whole lot has happened so far.
Here's a rundown of my greatest hits.
A whole lot has happened so far.
Here's a rundown of my greatest hits.
Best Pick Reports
Senior Research Coordinator
Aug 2013 - Mar 2017
What they do:
Market research on home service providers, culminating in a regularly-published guide.
What I did there:
I hired and led the team that conducted the market research. At the time, this was mostly done via phone surveys to clients of the companies that wanted to be in the published guide. At its peak, I was managing a team of 20 people. I analyzed the responses to their surveys and was a vital part of the overall operational chain.
Surprise! There was a ton of writing here, too:
The phone surveys had a script, which I wrote hundreds of different versions of. We had to get through surveys quickly without the receiver hanging up. From a legal standpoint, there were things we both had to say and things we could never say. I was constantly iterating based on immediate feedback from customers.
CallRail
UX Content Strategist
Jul 2019 - Sep 2021
What they do:
Providing telephone numbers to businesses, which they then use to track their ad campaigns.
What I did there:
This is where I got my start in content. While in a management role on the customer support team, I became a liaison to the UX department based on my high-level view of customer questions. Eventually, they roped me into their team.
My specialty was the content for CallRail's integrations, including the support documentation. This expanded when I began creating instructional videos on product usage, many of which are still prominently featured on their support site today.
Life before content:
I started out on the customer support team in a position based on training new hires and tracking team metrics. I also handled escalated customer outreach, which involved technical instruction and emotional management. Both of those skills became crucial to my future success in the content field.
Metromile
Senior Content Designer
Sep 2021 - Jul 2022
What they do:
Car insurance, with a distinct "pay-per-mile" system.
What I did there:
I was the only product content person here as well, so I was a involved in the design of all features. Special hardware in customers' cars was needed, which I created an instructional video for. I also wrote and edited SEO copy for marketing.
They frequently A/B tested content, which I loved. As a B2C service who was targeting a younger demographic, they were very concerned with approachable branding. This led to lots of fun experiments with product voice.
And then there was a corporate acquisition:
A few months in, a merger was announced with fellow insurance company Lemonade. After that, I worked with both teams to develop content in Lemonade's specific voice. Since both companies were publicly traded, I became very familiar with having a legal team involved in my work.
Measured
Senior UX Content Strategist
Oct 2022 - May 2026
What they do:
Digital advertising budget optimization for enterprise-level clients.
What I did there:
As the sole product content person, I handled all in-app copy, created their first functional support site and multiple instructional multimedia series, and maintained a calendar of product announcements to line up with the release schedule.
I collaborated with everyone. I assisted marketing and sales with audio/video editing. Customer success was a constant reference for product feedback. I was airtight with engineering to make sure in-app content was correct and releases were on schedule.
Oh right, and there was a ton of AI work:
Once Claude hit, it was used to create every PRD that a product manager gave me. So, I was essentially its human filter to simplify concepts and maintain the product voice. Claude also became indispensable for editing any writing I did.
For their proprietary GPT, I worked closely with developers to standardize and define company terminology on its backend.
I also collaborated on promptwriting for complex queries that would be surfaced in the product as a simple button.
Measured
Senior UX Content Strategist
Oct 2022 - May 2026
Measured
Senior UX Content Strategist
Oct 2022 - May 2026
What they do:
Digital advertising budget optimization for enterprise-level clients.
What I did there:
As the sole product content person, I handled all in-app copy, created their first functional support site and multiple instructional multimedia series, and maintained a calendar of product announcements to line up with the release schedule.
I collaborated with everyone. I assisted marketing and sales with audio/video editing. Customer success was a constant reference for product feedback. I was airtight with engineering to make sure in-app content was correct and releases were on schedule.
Oh right, and there was a ton of AI work:
Once Claude hit, it was used to create every PRD that a product manager gave me. So, I was essentially its human filter to simplify concepts and maintain the product voice. Claude also became indispensable for editing any writing I did.
For their proprietary GPT, I worked closely with developers to standardize and define company terminology on its backend. I also collaborated on promptwriting for complex queries that would be surfaced in the product as a simple button.
What they do:
Digital advertising budget optimization for enterprise-level clients.
What I did there:
As the sole product content person, I handled all in-app copy, created their first functional support site and multiple instructional multimedia series, and maintained a calendar of product announcements to line up with the release schedule.
I collaborated with everyone. I assisted marketing and sales with audio/video editing. Customer success was a constant reference for product feedback. I was airtight with engineering to make sure in-app content was correct and releases were on schedule.
Oh right, and there was a ton of AI work:
Once Claude hit, it was used to create every PRD that a product manager gave me. So, I was essentially its human filter to simplify concepts and maintain the product voice. Claude also became indispensable for editing any writing I did.
For their proprietary GPT, I worked closely with developers to standardize and define company terminology on its backend. I also collaborated on promptwriting for complex queries that would be surfaced in the product as a simple button.
Metromile
Senior Content Designer
Sep 2021 - Jul 2022
Metromile
Senior Content Designer
Sep 2021 - Jul 2022
What they do:
Car insurance, with a distinct "pay-per-mile" system.
What I did there:
I was the only product content person here as well, so I was a involved in the design of all features. Special hardware in customers' cars was needed, which I created an instructional video for. I also wrote and edited SEO copy for marketing.
They frequently A/B tested content, which I loved. As a B2C service who was targeting a younger demographic, they were very concerned with approachable branding. This led to lots of fun experiments with product voice.
And then there was a corporate acquisition:
A few months in, a merger was announced with fellow insurance company Lemonade. After that, I worked with both teams to develop content in Lemonade's specific voice. Since both companies were publicly traded, I became very familiar with having a legal team involved in my work.
What they do:
Car insurance, with a distinct "pay-per-mile" system.
What I did there:
I was the only product content person here as well, so I was a involved in the design of all features. Special hardware in customers' cars was needed, which I created an instructional video for. I also wrote and edited SEO copy for marketing.
They frequently A/B tested content, which I loved. As a B2C service who was targeting a younger demographic, they were very concerned with approachable branding. This led to lots of fun experiments with product voice.
And then there was a corporate acquisition:
A few months in, a merger was announced with fellow insurance company Lemonade. After that, I worked with both teams to develop content in Lemonade's specific voice. Since both companies were publicly traded, I became very familiar with having a legal team involved in my work.
CallRail
UX Content Strategist
Jul 2019 - Sep 2021
What they do:
Providing telephone numbers to businesses, which they then use to track their ad campaigns.
What I did there:
This is where I got my start in content. While in a management role on the customer support team, I became a liaison to the UX department based on my high-level view of customer questions. Eventually, they roped me into their team.
My specialty was the content for CallRail's integrations, including the support documentation. This expanded when I began creating instructional videos on product usage, many of which are still prominently featured on their support site today.
Life before content:
I started out on the customer support team in a position based on training new hires and tracking team metrics. I also handled escalated customer outreach, which involved technical instruction and emotional management. Both of those skills became crucial to my future success in the content field.
CallRail
UX Content Strategist
Jul 2019 - Sep 2021
CallRail
UX Content Strategist
Jul 2019 - Sep 2021
What they do:
Providing telephone numbers to businesses, which they then use to track their ad campaigns.
What I did there:
This is where I got my start in content. While in a management role on the customer support team, I became a liaison to the UX department based on my high-level view of customer questions. Eventually, they roped me into their team.
My specialty was the content for CallRail's integrations, including the support documentation. This expanded when I began creating instructional videos on product usage, many of which are still prominently featured on their support site today.
Life before content:
I started out on the customer support team in a position based on training new hires and tracking team metrics. I also handled escalated customer outreach, which involved technical instruction and emotional management. Both of those skills became crucial to my future success in the content field.
Best Pick Reports
Senior Research Coordinator
Aug 2013 - Mar 2017
Best Pick Reports
Senior Research Coordinator
Aug 2013 - Mar 2017
What they do:
Market research on home service providers, culminating in a regularly-published guide.
What I did there:
I hired and led the team that conducted the market research. At the time, this was mostly done via phone surveys to clients of the companies that wanted to be in the published guide. At its peak, I was managing a team of 20 people. I analyzed the responses to their surveys and was a vital part of the overall operational chain.
Surprise! There was a ton of writing here, too:
The phone surveys had a script, which I wrote hundreds of different versions of. We had to get through surveys quickly without the receiver hanging up. From a legal standpoint, there were things we both had to say and things we could never say. I was constantly iterating based on immediate feedback from customers.
Best Pick Reports
Senior Research Coordinator
Aug 2013 - Mar 2017
What they do:
Market research on home service providers, culminating in a regularly-published guide.
What I did there:
I hired and led the team that conducted the market research. At the time, this was mostly done via phone surveys to clients of the companies that wanted to be in the published guide. At its peak, I was managing a team of 20 people. I analyzed the responses to their surveys and was a vital part of the overall operational chain.
Surprise! There was a ton of writing here, too:
The phone surveys had a script, which I wrote hundreds of different versions of. We had to get through surveys quickly without the receiver hanging up. From a legal standpoint, there were things we both had to say and things we could never say. I was constantly iterating based on immediate feedback from customers.
