USER ASSISTANCE AT GRANICUS. As a Director of UX at Granicus Inc. with a background in content, I created a plan for a user assistance content eco system that is based in a deep understanding and the drive to support and delight our customers at every point in the customer lifecycle. As part of executing this strategy I was the product lead for both the contextual help system that we designed and deployed in almost every product, and also Granicus University an online training series for every product which has laid the groundwork for scaling down on-site training, and saving the company a significant amount of money in travel, superfluous customer care cases, delayed training compliance, and in-person training. For Granicus University, I also worked with another member of the UX team to develop all of the program materials, templates, and process documentation. Both of these programs are extremely successful, having reduced customer care cases, improved customer satisfaction, and cut training costs. They both continue to grow.
USER ASSISTANCE AT DOCUSIGN. As a Senior Content Manager for DocuSign, I restructured the Support information architecture, redesigned the UI and content of all support pages, and completed a complete audit, and content scrub and rewrite.
USER ASSISTANCE AT WELLS FARGO. As a contract Content Strategy Lead, I developed a user assistance strategy at Wells Fargo CEO Wholesale Internet Services.