Innovating with AT&T
Objectives
During my time at AT&T, I’ve had the chance to work on some awesome projects that help customers across various journeys. On each of these projects, I collaborated with designers, experience strategists, and researchers. Together, we’ve come up with some really interesting concepts that save customers a lot of time and effort across the AT&T ecosystem. Because of the proprietary nature of these projects, I can’t share specific details. However, all of them help simplify and guide customers through different AT&T experiences.
During the project, I help with content audits, UX writing, content strategy documentation, content blocking, competitive analysis/market trends, and content requirements.
Impacts
Improved call shed savings of $92.5 million
Increased conversion rates and additional sales across channels
Improved frameworks that help customers determine eligibility for specific products, services, and offers, reducing overall time spent searching for what they need
Enhanced brand awareness and trustworthiness through guided experiences
Toyota Style Guide
Objectives
As a lead content strategist on Toyota’s portal product team, I helped improve the employee experience when working on their SharePoint site.
After conducting a content audit, I discovered several things that we could improve. The style guide enhanced content and empowered over a 100 site owners and managers to improve the structure, format, style, and layout of their content. By creating this resource, we made it easier for all Toyota team members to have consistent experience and find what they need.
During this project, I owned the deliverable, managed the project timeline, advised on best practices, created measurable goals, and worked with my awesome core team to receive feedback.
Impacts
Developed a content strategy to help enhance the employee experience within SharePoint
Led a lunch and learn to help 100 site owners implement best content practices across their SharePoint sites
Created core strategy statement to align with team and business goals
Used Agile methodology to iterate on the style guide
Please click on graphic to view entire file.
Please click on graphic to view entire file.
Hilton Content Strategy
Objectives
From 2018-2019, I worked at Hilton as a Content Strategy Specialist. During my time at Hilton, I helped launch a documentation website for the Hilton enterprise. As a lead for this project, created workflows, collaborated with stakeholders, worked with different departments to incorporate new content on the site, created governance documentation and training guides, developed an archiving system, and researched the best format for longer PDF documents. Part of the strategy included helping train new team members on WordPress. In this section, I included the WordPress training guide.
Because the documentation site is proprietary, I cannot show screenshots of the layout and design.
Impacts
Served as lead content strategist on documentation site, Context
Provided strategy about the site’s structure and page layout, content calendar, maintenance, archive system, and governance
Designed and conducted WordPress training for entire Context stakeholder team
Used project management software including Trello Board, Basecamp, and PublishPress
UNT Content Strategy Report
Objectives
With two other group members, I helped create a content strategy report. Together, we analyzed the current website and social media content for the Technical Communication Department of the University of North Texas (UNT). In addition to our qualitative and quantitative assessments and competition analysis, we considered specific content goals given to us by the department. The final report provides an in-depth look at how UNT can improve their website and social media content strategy.
Skills and Tools
Comprehensive editing
Audience Analysis
Qualitative and quantitative research audits
InDesign, Google Docs, Slack
Basic Design Principles