Principal Content Strategist at CrowdStrike, June 2017 – present

  • Brought in during the startup phase to establish the UX writing and technical writing disciplines. Post-IPO, our UX Writing discipline has over 15 people, many of whom I mentor and sponsor. 
  • Crafted the initial voice principles and style guide.
  • Created the framework for how we present security detections to customers. Outcomes included broad praise from customers, guidelines for the engineering team that writes the detections, and a well-received conference presentation on how to explain security to non-security stakeholders. 
  • Drove consistent language throughout the end-to-end journey, from backend APIs to the user interface, and into guides and messaging. 
  • Contributed to flagship projects, partnering closely with designers, PMs, researchers, and engineers. This involved co-owning design source files and the end-to-end journey, balancing business and customer goals, defining generative and evaluative research goals, and ensuring technical feasibility.
  • Helped author our Code of Conduct and critique guidelines to foster a supportive, collaborative team. 
  • Senior leadership recognized my demonstrated value of content design and strategy with a promotion to Principal, the first non-engineer to reach that level. 

Principal UX Writer at Nordstrom, Sept 2014 – May 2017

  • Established voice principles for “the trusted salesperson,” illustrating how to bring the in-person customer service reputation to our digital experiences. Created writing guidelines and workshops to help UX designers who weren’t paired with writers. 
  • Helped build and mentor Nordstrom’s inaugural UX Writing team. Started the practice of UX Writers showing content explorations at design reviews.
  • Owned all content during the overhaul of our product details page. A highlight was running A/B content tests that showed urgency messaging generated substantially higher sales.
  • In response to my contributions, my leadership team added the Principal level for UX Writers so they could promote me.

Instructor, UX Writing Fundamentals at SVC, Nov 2016 – present

  • Founded the UX writing fundamentals course at School of Visual Concepts so we could grow the discipline in Seattle.  I co-taught the first 3 sessions and still teach there.
  • Hired students from the program at both Nordstrom and CrowdStrike.

Content Developer II – Windows 8 at Microsoft, Redmond Nov 2010 – Aug 2014 

  • Contributed to Microsoft’s major voice shift from robotic to human by writing for their new app suite.
  • Created content plans and wrote all related content for Windows Store. Worked closely with PMs and designers. I focused on guiding the customer to the next step, emphasizing a positive experience and reducing abandonment. 
  • Analyzed user research and website data to identify what to write. Monitored site analytics for ways to improve SEO and content ratings. After identifying content gaps and usability issues on a page, the rewritten page’s rating increased 65% which led to tracking and improvements on similar pages. 

User Experience Consultant at various international institutes, 2009 and 2010 

  • Primary user researcher and designer for a mobile app for learning Mandarin with flashcards inspired by a user’s location. Led project’s research phase, analyzed data to identify our target audience, designed the  interface and copy, and contributed to the CHI paper. (Microsoft Research in Beijing)
  • Designed and implemented an improved reporting system for a refugee training program. Turned an Excel spreadsheet into a lightweight app, saving several hours a month. Wrote user and troubleshooting guides so the staff could be self-sufficient after I left. (Entity Green Training in Amman, Jordan)
  • Designed the UI for tracking data from health centers in Malawi. Created a style guide to help app developers design for users in low-resource environments. (Village Reach in Seattle)


M.S. in Human-Centered Design & Engineering (HCDE) at University of Washington, Seattle, WA 2007 – 2010 

Presentations and interviews