Portfolio

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Volkswagen wanted to make their CS db available to the public to increase transparency and reduce call times. I was the UX Content Architect on the project, and through a mix of quant and qual research I created a new strategy I termed Simple Answers. We leveraged Card Sorts to see how users grouped information and then applied this to the top categories. We also assimilated various dbs and content types into a more streamlined content format. This both reduced the copy and provided a uniform approach to the content that aligned with the VW voice & tone.

Volkswagen Credit was about to migrate their CS db from Salesforce Classic to Lightning. They contracted CI&T to help them rethink how the information was designed, to increase comprehension and reduce call times. I executed a phased approach to understand user needs and information. Working on our cross-functional team, we were able to review the 1800 articles, propose a more user-friendly design, and then we rewrote 450 articles.

Xfinity is consolidating all of their frontline knowledge into a new experience called Celestial. We are laying the foundation for the next generation of AI generated content. My role is to map the intents to the correct resolution path, or content type. I rely heavily on quaint and qual research to help identify the next classification system for these high-value customer intents.

One of my greatest strengths may be my ability to develop processes to reduce friction and improve throughput. I am very adept in identifying gaps and vulnerabilities in processes and finding simple solutions. Above is a process map for creating content at TDSynnex.

Hospital Quality Reporting is where 

hospitals enter their data for Medicare reimbursements. Yet the main users are often floor nurses who have little time for data entry. I created and implemented a Content Strategy to help in the redesign of the site. I determined the greatest users needs were help in sorting through very complex and arbitrary data. As such, my strategy revolved around support.  We added a homepage (above), a guided tour, created a support portal, implemented tool tips, and developed tutorial videos.

When we were contracted to help Volkswagen Credit formulate a 360-degree Content Strategy, we knew we needed a comprehensive map of the experience. But we also knew we needed it to be accessible to the stakeholders and the c-suite. As such, I created an interactive Journey map that focused on the three phases of the Volkswagen journey - Shop, Buy, Own. It was widely shared and helped drive alignment on next steps.