Lead UX Content Strategist, 09/2021 – Present, Thomson Reuters
* Designed and delivered content for digital platforms, web-based cloud products, and Pendo guides with prime focus on reducing the cognitive effort, ensure consistency in composition, and terminology.
* Helped build foundational processes, standards, voice and tone guidelines, style guidelines, our content design library (asset storage system), and align that with our design system.
* Collaborated with UX content design peers, UX designers and UX researchers to attain the best outcome for all UX sprints and initiatives.
* Participated in empathy/content/feature mapping and other discovery/sprint planning exercises in partnership with UX design and research.
* Applied WCAG 2.1 AA/AAA guidelines to content and seek review/approval from our accessibility specialists.
* Audited product lines for areas of UX content opportunity.
* Helped evolve voice & tone elements for both disparate and experientially connected products.
* Researched tools and technologies to automate, optimize and enhance content quality.
* Developed and maintained a strong understanding of subject matter, user journeys and workflows.
* Mentored the junior and coop writers, and deliver skill-development sessions.
UX Content Strategy Manager (Product), 11/2018 – 09/2021, CaseWare International
*Progressed from Senior UX Content Writer to UX Content Strategy Manager within 2 years.
* Designed and delivered content with prime focus on reducing the cognitive effort, ensure consistency in composition, and terminology, applying the rules of minimalism and PLAIN language to achieve the 4 Cs (Clear, Concise, Consistent, Conversational).
* Fixed problematic copy and smoothed over tone or style discrepancies within the digital platform.
* Worked closely with product designers and UXR to craft seamless user experiences.
* Audited content to ensure quality, consistency, and accuracy.
* Evaluated competitor products and used it to establish benchmarks for content.
* Developed style, tone and voice guidelines.
* Continuously researched tools and technologies to automate, optimize and enhance content quality.
* Participated in persona identification sessions and user testing sessions.
* Interviewed customers and subject matter experts.
* Worked within cross-functional teams (product management, product design, UX research, marketing, and web design teams).
* Developed and maintained a strong understanding of subject matter, user journeys and workflows.
* Mentored the junior and coop writers, and deliver skill-development sessions.
Senior Content Writer, 6/2017 – 11/2018, Ericsson Canada
Collaborated with UX designers to write and develop content for cloud products.
* Collaborated with cross-functional teams (marketers, product managers) to gather information to develop content for product pages, articles, FAQs, and videos.
* Participated in persona identification sessions, as well as user research sessions and design sessions.
* Reviewed feedback from user testing sessions.
* Developed and maintained a strong understanding of subject matter, user journeys and workflows.
* Supported the ramp-up of new onsite and offsite writers and provided ongoing guidance and support.
* Developed product awareness videos for knowledge sharing within Product Development Unit.
* Helped developing junior staff writing skills by conducting periodic workshops.
* Initiative: Acted as Editor in Chief for the release of the internal bi-weekly product bulletins.
Content/UX Writer (Freelance), 08/2011 – 5/2017 - Wells Fargo, Shaw, Acquire, Nissan Canada
* Researched, extracted, and analyzed data from multiple sources to formulate and design copy decks for product web content, online learning guides, and knowledge base.
* Adopted audience and persona analysis to identify the tone of language and terminology.
* Developed screencasts and video storyboards.
* Perform gap analysis to review existing content and identify opportunities for change and enhancement.
* Developed style guides and copy guidelines that conform to the brand guidelines from Marketing.
