Screens & flows

Examples demonstrating content design skills

Contact us flow

On the Eventbrite Contact us page, I designed:

• Personalization: mapped relevant content to each user segment. For example, attendees see tickets to upcoming events; event organizers see listings for events they’re organizing. Support options also vary by user segment.
• Content hierarchy: leveraged user research to ensure most important content appeared first. In this case, “support options” are most relevant to the user’s need.
• All user interface copy: wrote content with focus on clarity, consistency with brand style, and appropriate tone for user’s context.

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Login screens

On the Eventbrite authentication flow, I advised on the UI copy and persuaded the designers to make a few changes:

• Clarity: Ensured all language conformed to plain language standards. For example, the team agreed to change “verification code” to “one-time code.”
• Tone: The “Continue” button used to say “Let’s go!” I urged the team to consider the users who may be frustrated and time crunched as they try to sign into their accounts, and advised we use a more straightforward tone and descriptive button here instead.
• User needs: I reminded the design team that some audiences can’t log in, but need urgent help finding their tickets. So they included my “Need help finding your tickets?” call to action.

Information architecture & taxonomy

Support topic and subtopic taxonomy

I conducted card sorting and tree testing to design the menu of support topics for Eventbrite. This menu empowers customers to correctly classify their issue 86% of the time.

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List of support topics

List of support subtopics

Attending an event menu

Organizing an event menu

PLANTS content management system menu

My design team supported the content management system that federal employees use to manage the Plants.gov website. I guided the low-design-maturity stakeholders through reorganizing the CMS menu to increase efficiency and make room for new features. I couldn’t change some labels, for compliance purposes.

I designed the menu that includes “home,” “symbols,” “uploads,” etc. shown here.

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Multi-step flows

“Find my tickets” flow

I worked on the product team that added a new path to accessing tickets to the Eventbrite global navigation. Our target audience were ticket purchasers who don’t know where to go to access their tickets, and who may not know Eventbrite has created an account for them.

I was responsible for the UX content in this flow:

• User needs: Ensured all calls to action, buttons, headers, and other copy were relevant to the target audience.
• Voice and tone: My research proved that folks looking for their tickets were usually on their phones, sometimes in areas with spotty cell service, and running out of time before their event begins. Achieving a helpful tone without being overly enthusiastic was critical for this flow.
• Edge cases: I advocated for the unhappy path, offering the “look up tickets another way” CTA. This flow empowers users who can’t log in to access their tickets.

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MN Painting & Drywall website

I built the website for a new small business specializing in residential painting and drywall. The client’s goals were to convert prospects to customers and boost MN Painting & Drywall’s credibility.

I led the strategy, content design, UX writing, and launch of the website:

• User needs: I partnered with the client to explore target audiences and their needs. For example, the client knew his customers were concerned hiring a pro painter would take weeks or disrupt their lives too much. So I detailed the client’s process and typical timeline.
• Content hierarchy and navigation: I modeled how all the content related across the website. Then I created navigation menus and webpage hierarchies that enables prospective customers to find what they need.
• Voice and tone: The client requested their website fit their brand. So I wrote the UX copy to reflect an authentic, trustworthy tone. I followed plain language principles to explain unfamiliar concepts like “mudding” to non-technical audiences.

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PLANTS content management system “add source” flow

I partnered with a UX designer, team of engineers, and business stakeholders to design a flow for content managers to add new academic sources to the PLANTS [dot] gov website.

I was responsible for:

• Clarifying business and user requirements
• Designing low-fidelity flows to verify technical and database feasibility
• Designing all content
• Getting feedback and approval from technical and business stakeholders

Select the arrows to explore the flow. These screens begin when the user selects “Link source.”

1. User starts on the “sources” landing page and selects “Link source.”
2. First, the user sees the option to search for an existing source before adding a new source. If they don’t find their source, they can select “Add new.”
3. Next, the user gets a screen to input all the information about their source.
4. Next, the user sees a preview of what the source will look like on the website.
5. Finally, the user sees a success message that their task is complete