A nerdy wizard of words (and more)
Content Lead and Service Design Strategist.
Systems-thinker. Reiki Master. Undaunted by technical complexity.
Recent case studies
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Demystify how merchants get paid
Service Design | Clover
How I untied a critical knot in Clover’s end-of-day processing, became recognized as a payments SME in less than a year, and reduced support calls by 65%.
Coming soon -
Help me prove who I am
Onboarding (Part one) | Clover
How simplifying Clover’s identity verification process increased new merchant approval rates from less than 3% to 46%. -
Help me set up my system
Onboarding (Part two) | Clover
Frameworks developed to minimize overwhelm for new merchants setting up their system; how Clover’s onboarding process went from directionless to guided. -
Tame the Wild West of content
Content guidelines | Clover
How centralizing content guidelines at Clover, and advocating for the importance of them, led to widespread adoption and the inclusion of content within the company’s design system. -
Help us simplify buying cars online
Help content | Volvo
Design concepts for how help and support content could be rethought and displayed throughout a user’s online car buying experience. -
Cruise's initial content team
Content guidelines | Cruise Automation
The process of writing content guidelines and UX flows from scratch, including detailed voice and tone guidelines for inclusivity.
How I work
Ask questions,
research,
reflect,
collaborate,
design,
test,
iterate,