8+ years building AI-enhanced content systems, onboarding flows that stick, and knowledge bases people don't abandon. Based in Alabama. Working everywhere.
Rebuilt an internal KB for ~850 crew. Made search actually work. Cut support tickets by 73% in 60 days.
Content StrategyInfo Architecture
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Healthcare & Wellness
The Derma Loft
Redesigned a luxury spa's booking app. Rewrote every service description. Boosted appointments 47%.
UX Content DesignMobile App
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Consumer Web
Grant — Stylist Website
Built a booking site around trust. Bookings up 41%. DMs down 64%. Policies people actually read.
Service DesignUX Writing
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AI Content System
SaaS AI Onboarding Flow
Designed an AI-assisted onboarding content system. Cut time-to-value 52%. Built for scale, not one-offs.
AI Content DesignPrompt Engineering
Turning complex products into things people actually use.
My background in instructional design means I think in learning curves, not just copy. That's why my onboarding flows cut time-to-value and my knowledge systems reduce support tickets.
✦ AI-Enhanced Content
Systems that use AI to draft faster—without losing the human voice. Prompt engineering + quality control + governance.
✦ Knowledge Systems
Information architecture so good that people actually find what they're looking for. Novel concept, apparently.
Who I Am
The person behind the content.
AB
My Background
UX Content Designer, UX Writer, & AI Content Strategist
I've spent 8+ years designing content that actually helps people use products—not just talks at them. I specialize in product onboarding, knowledge systems, conversational UX, and AI-assisted content workflows.
My background in instructional design means I think about learning curves, not just copy. That's why my onboarding flows cut time-to-value and my knowledge systems reduce support tickets instead of creating them.
Based in Vestavia Hills, AL. Working remotely with teams across the country. Southern hospitality meets digital precision.
🎨
Visual Thinker
Wireframes, task flows, infographics — I make complexity look simple.
☕
Coffee Powered
Best content ideas happen during that first morning cup. Non-negotiable.
🤖
AI-Curious
Always exploring what's next. Not threatened by AI — I wield it.
🔍
Detail-Obsessed
Every word is a UX decision. I sweat the small stuff so users don't.
"Content that works like a good cup of coffee — clear, comforting, and gets you where you need to go."
Rebuilding how ~850 crew members find critical information — when time actually matters
5Month Project
~850Active Users
73%Fewer Tickets
7s→2sLoad Time
The Problem
A regional cruise line's internal knowledge base was essentially broken for its ~850 crew members spread across multiple ships. Exact-match search returned nothing useful. Navigation required 5+ clicks to reach a single document. Crew abandoned the system entirely and called the home office instead — a significant time sink for everyone.
For a head chef needing allergen procedures during a guest emergency at 6 AM, a knowledge base that fails isn't just frustrating — it's a liability.
Research & Discovery
Since crew were spread across ships, I got creative with my research approach:
Shadowed crew on two ships during active shifts — galley, deck, guest services
Remote interviews via video with crew from both vessels
Analyzed 3 months of support ticket data to identify the most-searched (and most-failed) queries
Card-sorting exercises to understand how crew mentally organized information
"I'm in the galley at 6 AM trying to find the allergen handling procedure because we have a guest with a severe allergy. I searched three times. Nothing. I had to call the home office. On a Saturday."
— Head Chef, Caribbean Route
The Solution
I rebuilt the portal around four core upgrades: smarter search, role-based dashboards, mobile-first design, and a dramatically simplified information architecture.
Search That Actually Works
Replaced exact-match search with synonym mapping and a controlled vocabulary of tags. Searching "turndown" now finds "Daily Cabin Turndown Protocol" even if those words don't appear in the title.
Before — 5+ Clicks
Home
Departments
Guest Services
Housekeeping
SOPs
Daily Turndown Protocol
After — 2 Clicks
Home → Housekeeping → Daily Turndown
Or: search "turndown" → instant result
Role-Based Dashboards
Each role sees what's actually relevant to their job. Galley staff see food safety and allergen protocols. Deck officers see navigation and safety drills. The homepage became genuinely useful.
Mobile-First Design
Built the entire interface mobile-first since crew access information on phones and tablets during active shifts. Added offline mode, compressed assets for satellite-speed internet. Load time: 7 seconds → under 2.
Content Strategy
The interface was only half the problem. I rewrote ~150 critical documents with plain language principles, cutting reading level from graduate-school to clear and scannable. Added numbered steps, visual warning indicators, and quick-reference summaries.
Challenges
Slow Satellite Internet
Crew used 3–4 year old tablets on satellite connections. Fixed with aggressive compression, lazy loading, and offline document downloads.
Language Barriers
20+ native languages, varying English levels. Added visual icons, video tutorials, and a "Simplified View" mode with shorter sentences and larger text.
Change Resistance
Long-term users were attached to the old system. Created quick onboarding videos per role, recruited ship-level "champions," and ran 3 weeks of parallel access.
Results
73%Fewer support tickets in 60 days
68%Mobile / tablet adoption
7s→2sPage load improvement
92%User satisfaction score
"First time in my 11 years here that I can actually find what I need. Search works like Google now."
Redesigning a luxury spa's booking app — one content decision at a time
8Week Timeline
+47%Appointments
−38%Abandonment
4.8★App Store Rating
The Problem
The Derma Loft is a high-end medical spa with a loyal in-person clientele — and a digital booking experience that was driving people away. Their mobile app had a 38% checkout abandonment rate. Most common review complaint: "confusing," "takes too long," "I just call instead."
For a luxury brand whose in-person experience is meticulously crafted, the app felt like an entirely different business. The UX mismatch was hurting both revenue and brand perception.
Research
Session recording review: identified exact screens where 62% of abandonments happened (service selection + add-on screens)
5 user interviews with existing clients about expectations for a luxury spa booking experience
Competitive audit of 8 luxury wellness brands (Heyday, Milk + Honey, Hand & Stone, etc.)
Heuristic evaluation against Nielsen's 10 usability principles
"The app doesn't feel like The Derma Loft. It feels like booking a dentist appointment."
— Existing client, interview
What Confused Users
Clinical jargon in service descriptions
Add-ons presented as a wall of checkboxes
No booking summary until final screen
Couldn't see provider availability upfront
What Users Wanted
Plain-language descriptions + "right for you if..." guides
A booking experience that felt personal, not transactional
What I Redesigned
Service Descriptions That Actually Help
Before
"Microcurrent facial stimulates ATP production for enhanced cellular turnover."
After
"Microcurrent Lift — Tones and sculpts your face using gentle electrical currents. Right for you if you're looking for a non-injectable alternative."
Progressive Add-On Flow
Moved from a checkbox wall to one add-on per screen. Framing shifted from "Would you like to add?" to "Pair it with..." — add-on uptake increased 23%.
Persistent Booking Summary
Added a persistent summary drawer at the bottom of every booking step. No more surprise at final checkout. This single change drove measurable reduction in late-stage abandonment.
Key Insight
The real breakthrough wasn’t visual.
The shift came from restructuring user decision moments and reducing
friction before action. Content hierarchy did more heavy lifting than design.
What Changed
Clear entry points reduced hesitation
Microcopy reframed uncertainty
Navigation mirrored mental models
Trust signals surfaced earlier
Results
+47%App bookings
−38%Abandonment rate
+23%Add-on uptake
4.8★App store rating
"Finally — the app is actually easy to use and feels like Derma Loft now. The service descriptions are so much clearer."
— App Store review, 3 weeks post-launch
Key Takeaway: This project is a reminder that content design isn't cosmetic — it's structural. The visual design was already clean. The copy was broken. Every service description rewrite was a UX intervention. The 47% increase came from words, not pixels.
Designed a booking experience that turned anxiety into confidence — and DMs into appointments
6Week Timeline
+41%Bookings
−64%Pre-Booking DMs
5Clean Pages
What This Is
Grant is a stylist with a growing clientele but a booking experience that didn't match the in-chair experience. Grant was spending 6–8 hours per week answering the same DMs instead of doing hair. This project: 5 pages, 6 weeks, solo UX content designer and researcher.
The Core Insight
I analyzed 3 months of Instagram DMs (with Grant's permission) and found the same questions repeating. Then I shadowed Grant for a full day of appointments — 5 clients — and interviewed each one before they sat down.
Pattern 1 — Trust Over Aesthetics
Clients mentioned "feeling heard" more than aesthetics. The consultation mattered as much as the cut.
Pattern 2 — Lost in Translation
People knew what they wanted but couldn't translate "hair thoughts" into booking categories. Fear of selecting the wrong service was real.
Pattern 3 — Pre-Appointment Anxiety
Fear of miscommunication drove most anxiety, especially for color corrections. They wanted confirmation their vision was understood before showing up.
"People aren't just booking hair. They're booking trust."
— Design Insight
What I Designed
1. Consultation-First Booking Flow
The booking form collects what Grant actually needs: reference photos, hair history, concerns, desired outcomes. For color corrections, the site sets expectations early — including realistic timelines. Zero day-of appointment surprises in the first 2 months post-launch.
2. Policies Written Like a Real Person
Most stylist sites either hide policies or sound like they hate customers. Grant's FAQ + Policies page is clear, firm, and still warm. When expectations are set clearly, clients feel safer — and the business runs smoother.
Key Insight
The real breakthrough wasn’t visual.
The shift came from restructuring user decision moments and reducing
friction before action. Content hierarchy did more heavy lifting than design.
What Changed
Clear entry points reduced hesitation
Microcopy reframed uncertainty
Navigation mirrored mental models
Trust signals surfaced earlier
3. Five Pages, Zero Filler
The site only needed 5 pages: Home (vibe + CTA), Services + Pricing (no surprises), Book (consultation-first), Portfolio (editorial + current), FAQ + Policies (clear expectations). No page clutter. No endless nav. Clean, logical paths.
A scalable, AI-assisted content system that reduced time-to-value and survived a fast-moving product roadmap
4Month Project
52%Faster Time-to-Value
40%Faster First Draft
3×Content Velocity
The challenge: a product shipping new features every two weeks, a content team of one, and users abandoning before they understood the value.
— Project Context
The Problem
A SaaS tool with strong feature depth was losing users in the first 7 days — not because the product was bad, but because users couldn't figure out the value fast enough. The onboarding flow was a 12-step checklist that nobody finished. In-app guidance was tooltip text that explained what buttons did, not why users would care.
Secondary problem: with a two-week release cycle, content couldn't keep up. Every new feature shipped with placeholder microcopy. I needed to build a system, not just write better copy.
Research & Discovery
Analyzed drop-off data — 68% of users abandoned at step 4 of 12
Reviewed 6 months of support tickets to identify most-asked "how do I" questions
Interviewed 8 users who completed onboarding and 6 who churned in the first week
Audited competitor onboarding flows to identify patterns and gaps
Finding 1 — Value Too Late
Users needed to complete 4+ steps before experiencing core value. Churned users consistently said "I couldn't figure out what it was for."
Finding 2 — Feature-First Guidance
Every tooltip explained the interface element. None explained what the user was trying to accomplish or why this step mattered.
Finding 3 — One-Size-Fits-All Failure
The onboarding assumed a single user type. In reality, 4 distinct personas had completely different goals and entry points.
The Content System I Built
1. Goal-Based Onboarding Architecture
Redesigned the onboarding flow around user goals, not feature checklists. Instead of "Complete your profile → Connect integrations → Invite team," the new structure was: "What do you want to achieve first?" — three paths based on primary goal, each reaching core value in 3 steps or fewer.
2. Persona-Responsive Microcopy Framework
Built a content framework with four persona variants for key onboarding touchpoints. The system used 3 signals (role, team size, primary goal) to serve contextually appropriate guidance. Same interface, four different content experiences.
3. AI-Assisted Drafting Workflow
Built a prompt library and content templates that let me generate first drafts for new feature guidance in ~40% of the normal time. The system included: a voice and tone prompt, persona context blocks, and a QC checklist I ran every draft through before publishing. AI handled volume; I handled quality.
"She built a system that made our content team feel like three people. And the onboarding actually explains what the product does now, which is new."
— Product Manager Feedback
4. Content Governance for a Fast-Moving Roadmap
Created a content review protocol integrated into the engineering sprint process. Every new feature shipped with: reviewed microcopy, in-app guidance, and a help article stub. No more placeholder copy going to production.
Results
52%Faster time-to-value
−68%Onboarding abandonment
40%Faster first drafts
3×Content velocity
This project demonstrates what AI-assisted content design actually looks like in practice — not AI replacing UX writers, but UX writers building systems that use AI responsibly. The prompt library, QC checklist, and governance protocol outlasted my engagement and continued producing quality content after I left.
UX content designer and UX writer with 8+ years of experience designing AI-enhanced, UX-driven content systems for SaaS and digital products. Specializes in UX writing, content design, information architecture, conversational UX, and AI-assisted content workflows across product onboarding, in-app guidance, self-service help, and knowledge systems.
Proven record of reducing support burden, improving product adoption, and scaling content quality through modular documentation, reusable patterns, content governance, and AI-powered drafting workflows. Experienced partnering cross-functionally with product, design, engineering, research, legal, accessibility, and localization teams.
Experience
UX Content Designer — Product Onboarding & Knowledge Systems
Learning & Content Systems Specialist · Remote
2018 – Present
Designed UX writing and content design for product onboarding, in-app guidance, help systems, and AI-assisted workflows across SaaS tools and internal platforms.
Led content strategy, information architecture, and content modeling to build scalable knowledge systems supporting product adoption and self-service.
Created conversational UX patterns, microcopy, prompts, and interaction guidance aligned to real user workflows and AI-enhanced experiences.
Partnered with Product and Engineering to define content requirements for AI-enhanced features, including prompt structure, fallback messaging, and error-state UX.
Implemented AI-assisted content drafting, reducing first-draft creation time by ~30–40% while maintaining quality through structured QC protocols.
Content & Training Lead — Customer Education & Enablement
Remote
2016 – 2018
Owned customer education, enablement, and instructional content supporting feature adoption.
Established content standards, templates, and governance, reducing revision cycles and increasing consistency.
Built self-serve learning and support resources that reduced repetitive training and support requests.
Earlier Experience — Operations, Customer Support & Small Business
Various Locations
2005 – 2016
Founded and operated a small business with structured client education and process documentation.
Designed marketing, instructional, and client-facing materials using clear hierarchy and user-centered language.
Education & Credentials
Licensed Esthetician — Aveda Institute
Computer Science Coursework — Herzing College & Jefferson State
I'm always open to new projects, interesting problems, and conversations about content strategy. Drop me a line and I'll get back to you within 24–48 hours.
