Experience

Highlands Consulting Group | Sacramento, CA | MAY 2024 — OCTOBER 2025

• Plan and create messaging for a $1.7 billion dollar Salesforce upgrade project (CWS-CARES: Child Welfare Services-California Automated Response and Engagement System) 

• Write and publish articles and project updates for external audiences

• Refine content publishing processes, establish brand standards and content principles, and lead other content governance tasks as needed

Portfolio: CWS-CARES project work

Guidea | Austin, TX (Remote) | JUNE 2019 - MARCH 2024

• Establish information architecture, content prioritization, sitemaps/app maps, and navigation systems for a wide range of digital experiences at various levels of fidelity and development

• Define patterns and content templates, style guides, and voice and tone guides that anticipate user needs and reinforce brand identity 

• Plan, conduct, and synthesize user research that drives product vision statements, user-centered KPIs, ideal-state user journeys, and service blueprints for complex and innovative domains

• Lead multidisciplinary design teams and manage client communication throughout the project life cycle; develop best practices documentation and training materials
  

Portfolio: Azamara Cruises, Innovation Incubator Playbook, Purina Petfinder Usability, Medicare Customer Experience

Vrbo (part of Expedia) | Austin, TX | NOVEMBER 2018 - JUNE 2019

• Collaborate across multiple design and product teams to define user flows, clarify requirements, and write UI content 

• Review user research findings to reimagine and improve the user experience for Partners (Homeowners)

• Analyze user feedback and reviews to inform design and content strategies

• Craft clear, concise interface content for features, rules, policies, and settings within the app

• Define and establish internal style guides and checklists for designers, update design system documentation

Fjord Design (part of Accenture) | Austin, Seattle, Chicago, Singapore | OCTOBER 2016 - OCTOBER 2018

• Advance the Content Design practice within Fjord; establish Content Design methods in studios worldwide through education and mentorship

• Guide the ongoing creation, delivery, and governance of meaningful content, resulting in a measurable improvement in the clarity, coherence, and effectiveness of content across digital platforms

• Facilitate stakeholder and customer research to inform priorities

Portfolio: Google Cloud Next Conference, Scientific Research Platform Concept Design

Springbox (a Prophet Company) | Austin, TX | OCTOBER 2015 - OCTOBER 2016

• Work with Project Managers to clearly define and communicate project expectations, write user stories, and create product backlogs

• Create sitemaps, user flows, and voice & tone guidelines

• Conduct user research and testing

City of Austin - Office of the City Clerk | Austin, TX | MARCH 2013 - OCTOBER 2015

• Plan and execute stakeholder and customer research related to city records and information needs across departments 

• Manage implementation of the City’s enterprise records management system, create metadata schemas, and establish digitization procedures

• Create and manage content on City Clerk public sites and internal Sharepoint sites