Sage

Sage is the proud market leader in cloud business management solutions, supporting millions of small and medium-sized businesses globally.

Responsibilities: 
• Craft clear, concise, and engaging content for user interfaces, including microcopy, error messages, onboarding flows, and the design systems library for multiple applications and experiences
• Develop comprehensive user guides, tutorials, FAQs, and other educational materials to help users understand and effectively use Sage's products
• Create content that addresses user pain points, highlights key product features, and utilizes user feedback and reviews to optimize user adoption and engagement
• Work closely with product managers, designers, UX research, and developers to ensure that content aligns with a product-led growth strategy and supports the overall product roadmap
• Organize and manage content repositories, ensuring content is up-to-date, accessible, and easily retrievable
• Collaborate to maintain best practices with product content and design colleagues that ensure ARIA-enablement and localization

Product Content Writer

Chewy

Chewy is dedicated to being the most trusted and convenient online destination for pet parents and partners everywhere.

Responsibilities:
• Managed the content design process for Account, Authentication, Sponsored Ads, Payments, and Fraud projects for Chewy’s Core Shopping area from end to end
• Transformed customer and business objectives into compelling products that had purpose, simplicity, and were feasible to build
• Drove content-specific deliverables, such as content audits, messaging frameworks, and dynamic copy solutions
• Developed multiple solutions that were delivered across a range of products, platforms, and devices with a bias for action and crisp prioritization
• Collaborated with business stakeholders, product managers, developers, content designers, user researchers, and product designers
• Presented strategies, design processes, inspirations, and decisions to stakeholders, including Chewy’s CEO and other C-suite executives

Impact:
• Drove the content design process for the new Chewy Ads platform, which resulted in an estimated savings of $15.6 million in 2025
• Led the content design of a backup payment methods feature that resulted in an annualized top-line revenue save of $100 million
• Drove the content design process for projects in 2023 that helped reduce financial loss due to fraud by $13 million year over year
• Developed a framework for sponsored ads carousel titles on product detail pages that resulted in additional annualized ad revenue of up to $1 million
• Led the content design of a new first-time user experience for mobile app customers that produced an 82% engagement rate
• Served as the lone content designer for the creation of social sign-in experiences that produced 126,978 new accounts and 296,770 connected accounts within a month after launch
• Completed an audit of account-related emails that produced 21 changes
• Led content office hours sessions and added to our word list and style guide

Senior Content Designer

RingCentral

RingCentral is a global provider of unified communications and collaboration solutions that empower distributed workforces to be connected through voice, team messaging, text messaging, conferencing, video meetings, contact center, and fax.

Responsibilities:
• Collaborated with product designers, UX researchers, product managers, and other stakeholders in the U.S., China, Ukraine, Russia, and Georgia to write clear and concise product content
• Partnered with design and product leaders to develop the strategic content direction for Admin, SMB, and Analytics projects
• Partnered with technical writers in the U.S. and Philippines to refine support pages to meet our content standards
• Drove the adoption of content standards by evangelizing guidelines in discussions with product designers and product managers
• Built and maintained relationships with content leaders in other divisions to ensure a cohesive experience across the company
• Contributed to a culture of constructive design critique by attending reviews with UX designers, design leaders, and product managers

Impact:
• Helped define our product content style guide standards and contributed Admin and Analytics terms to our terminology database
• Audited Admin and Analytics UI copy and recommended changes to align with new content guidelines
• Partnered with technical writers and provided UX guidance during a major rewrite of popular support pages
• Developed the strategic content direction for Phase 3 of our Webinar product
• Designed onboarding plans for two new team members and served as their main point of contact
• Hosted a session at the UX Writer Conference in October 2021 about what serving as a mentor has taught me about breaking into UX
• Completed LinkedIn Q&As about UX writing, content design, and remote work

User Experience (UX) Content Strategist

UX Writing Hub

UX Writing Hub is a leading UX writing and content design education platform.

Responsibilities:
• Mentored three students throughout the March 2021 and September 2021 cohorts
• Provided written feedback on students’ UX writing assignments and research projects
• Held one-on-one sessions with students to answer course questions and offer career advice
• Assisted new mentors by sharing insights about processes and expectations

Impact: 
• Published LinkedIn posts about my mentorship journey and repurposed the content for UX Writing Hub’s blog
• Featured in a UX Writing Hub podcast episode about my mentorship experience
• Spoke about the course and UX writing during a mentors panel in August 2021
• Answered questions about UX writing, content design, and more during an Ask Me Anything session for UX Writing Hub’s Facebook group in September 2021
• Spoke about approaching content design job interviews during a mentors panel in February 2022
• Published LinkedIn posts about the content design interview process and repurposed the content for UX Writing Hub’s blog and Instagram account

UX Writing Academy Mentor

CallRail

Senior User Experience (UX) Content Strategist

CallRail is a leading marketing analytics platform that empowers businesses to understand where their best leads are coming from through call tracking, form tracking, and AI-powered conversation intelligence.

Responsibilities:
• Worked with product designers, UX researchers, product managers, sales enablement managers, and product marketing managers to create user-friendly content for CallRail’s app, website, and video efforts
• Served as the lone UX writer for Growth, which aimed to improve customer acquisition through experiments that impacted website-to-trial conversions, trial-to-customer conversions, and the customer activation rate
• Wrote scripts, scheduled filming sessions, worked with on-camera talent, plus edited footage and sound files to create and update product videos
• Studied Google Analytics data and engagement metrics to shape video strategies
• Analyzed and presented video metrics that were shared with Product Development leadership
• Researched how prospects and customers interacted with product videos by using in-house resources
• Wrote and edited support documentation for our Product Support website

Impact: 
• Piloted CallRail's product video project. Produced 70,355 views across 86 videos featured within the Product Support website and app through April 2021
• Drove the content strategy for all Growth tests. Team decreased the cost to acquire customers by 7% throughout first half of 2020
• Oversaw the content design process of a new first-run experience within our app that decreased time to value for users after signing up for a trial
• Led a terminology change to decrease confusion related to a key concept within the app, Product Support website, and marketing assets. Coordinated with stakeholders, spoke in an internal training session, and made two videos for the intro
• Planned and wrote the content for a redesign of the website’s reporting page
• Developed video guidelines and best practices for inclusion in the UX content style guide

Cox Media Group

• Wrote long-form stories and viral material as part of SEC Country’s breaking news team
• Authored posts that totaled more than 9.5 million page views from September 2017 to early December 2017
• Pushed and scheduled content to Facebook pages to enhance our social media presence
• Interacted with fans on Facebook, Twitter, and in the comments section after writing columns
• Executed sponsorship requirements on our Facebook pages
• Wrote SEO posts to draw traffic from Google search audiences
• Appeared as a voice on sponsored breaking news videos and a weekly sponsored Mississippi State video series during the 2017 season 
• Gained experience running the soundboard during DawgNation Daily Live and cutting audio in Adobe Audition for daily podcasts and segments for an Athens, Ga., radio station
• Built graphics and other show assets for DawgNation Daily Live and SEC Country Live using Adobe Premiere
• Reported stories from Boca Raton, Fla., on Lane Kiffin's transition to Florida Atlantic and from Mobile, Ala., on former SEC players preparing for the NFL draft. Also reported from Las Vegas on Brent Musburger's new life with the Vegas Stats & Information Network and from Hoover, Ala., on various topics to come out of SEC Media Days

Multimedia Sports Reporter

Freelance

• Worked as a freelance SEC news writer for Saturday Down South. Blogged and posted stories about SEC-related items
• Covered Philadelphia Phillies spring training in Clearwater, Fla., for the Wilmington News Journal
• Covered spring training in southwest Florida for MLB.com
• Covered regular-season games at Tropicana Field for MLB.com
• Covered the Tampa Bay Buccaneers' NFL draft for ESPN.com
• Wrote a feature story about USF closer Tommy Eveld for Baseball America
• Wrote blog posts for an independent Tampa Bay Rays website
• Appeared on Bright House Sports Network's "Press Box" as a guest panelist

Sports Writer

ESPN

• Produced blog posts and participated in video segments for ESPN.com’s Tampa Bay Buccaneers page as part of NFL Nation coverage 
• Posted links, pictures, and news to Twitter to build community and enhance the company brand
• Interacted with fans on Twitter to promote conversation and direct them to content
• Appeared on local radio shows throughout the central Florida region

Tampa Bay Buccaneers reporter

FOX Sports

• Wrote columns, enterprise stories, news coverage, and buzz content with a concentration on the Tampa Bay Rays, Tampa Bay Buccaneers, and Tampa Bay Lightning
• Posted videos, pictures, and news to Twitter, Instagram, Vine, and Burst to build community and enhance the company brand
• Interacted with fans on Twitter to promote conversation and direct them to content 
• Managed high volume of events between the three professional teams as the only Fox Sports writer in the market
• Produced columns that appeared on FOXSports.com in addition to the regional website
• Appeared on local and national radio shows throughout the central Florida region and beyond, plus FOXSports.com podcasts
• Notable Buccaneers events in which coverage was produced include the Pro Football Hall of Fame inductions of Warren Sapp and Derrick Brooks, the controversies involving MRSA and Josh Freeman, the organizational overhaul after Greg Schiano's firing, plus Jameis Winston’s arrival
• Notable Rays events in which coverage was produced include the 2013 American League Division Series, spring training in Port Charlotte, and the 2013 Major League Baseball Winter Meetings in Orlando
• Reported on Mariano Rivera’s retirement announcement in Tampa, Winston’s experience pitching against the New York Yankees in Tampa, David Price's blockbuster trade from the Rays to the Detroit Tigers, plus the departures of Andrew Friedman and Joe Maddon before the hire of new manager Kevin Cash
• Notable Lightning events in which coverage was produced include the 2014 and '15 Stanley Cup Playoffs, plus the departures of franchise staples Vinny Lecavalier and Marty St. Louis 
• Wrote an MLB Who's Hot/Who's Not feature each Friday during baseball season for FOXSports.com’s baseball page for two years

Columnist and Writer

FOX Sports Midwest | FOX Sports Kansas City | FOX Sports Indiana

• Concentrated on the St. Louis Rams, St. Louis Blues, St. Louis Cardinals, Saint Louis University basketball, plus University of Missouri football and basketball
• Stories regularly appeared on FOXSportsLocal.com, FOXSports.com, and MSN.com
• Notable Cardinals events in which coverage was produced include the 2011 World Series,  plus the '11 and '12 MLB playoffs
• Covered the final seasons of Albert Pujols and Tony La Russa in St. Louis
• Additional coverage included the 2011 Brickyard 400 at Indianapolis Motor Speedway, the '11 STP 400 at Kansas Speedway, the 2012 Stanley Cup Playoffs, the ‘12 MLB All-Star Game, '12 MVC/Big 12/NCAA Tournaments, and Mizzou's transition to the SEC

Reporter

Hi there! 👋



I’m a senior content designer, user experience (UX) content strategist, UX writer, and product writer with more than 6 years of experience in creating clear, helpful content for digital products. 

I’ve worked across e-commerce, SaaS, and UCaaS, helping teams throughout the world design and build experiences that are easy to use and aligned with business goals.

I’ve led content efforts that improved user engagement, supported product launches, and delivered measurable results, including millions of dollars in revenue impact.

Whether it’s writing microcopy and support articles, building videos, improving onboarding experiences, or shaping content strategy, I focus on solving problems with language that works.

I’m experienced in working closely with product designers, product managers, UX researchers, engineers, and product marketers to create thoughtful, accessible content that scales. 

Regardless of the situation, I never lose sight of the ultimate goal: helping current and prospective customers become the heroes of their journey.

View the Experience and Publications sections of my profile to find links to my essays, webinars, podcast appearances, and more.

I have extensive experience with:
• Figma 
• Jira
• Confluence
• Notion
• Framer
• Targetprocess
• Adobe Premiere
• Adobe Audition
• Adobe Photoshop
• Google Analytics
• VWO
• InVision

Andrew Astleford

Government of British Columbia

Service Design Lead

Service Designer

• Designed workplace mental health content using UX design principles with a local non-profit

Freelance Content Designer and UX Writer

Wholeness Counselling

• Conducted user research and testing to inform content design
• Wrote web copy and designed accessible mental health resources
using UX design principles
• Wrote microcopy and established consistent information hierarchy
• Boosted user engagement by 56% using Google Analytics and copy
optimization
• Grew client base by 550% in first quarter
• Designed logo and company branding
• Wrote content style guide including standards for voice and tone
• Managed clinic space and fostered supportive work environment
• Designed and conducted workshops on trauma-informed care for
organizations and professionals
• Provided consultation to organizations on creating trauma-informed
workplaces and services
• Conducted inclusive, trauma-informed therapy

Owner and Registered Clinical Counsellor

BC Ministry of Forests, Lands, and Natural Resources

• Maintained and updated Open Fire Tracking System CRM database
• Wrote and edited internal knowledge management documentation
• Recorded wildfire information in plain language and relayed reports
• Provided information to public on fire safety and open burning bans and restrictions

Provincial Wildfire Reporting Centre Administrator

Victoria Sexual Assault Centre

• Wrote and designed mental health handouts for clients using plain
and accessible language
• Conducted individual and group counselling with trauma survivors
from diverse backgrounds
• Engaged with internal and external stakeholders to inform content
edit of group materials
• Monitored and evaluated effectiveness of program delivery
• Collaborated with cross-functional teams to align stakeholder
expectations

Crisis Counsellor

• Wrote and designed mental health handouts for clients using plain and accessible language 
• Provided trauma-informed, evidence-based counselling
• Co-facilitated counselling groups for trauma survivors
• Monitored and evaluated effectiveness of group counselling program delivery
• Performed risk assessments for suicide, self-harm, and abuse
• Participated in regular supervision, engaging in self reflection and incorporating learning into practice
• Performed administrative tasks (booked client appointments, kept counselling notes, completed ROIs)

Counselling Intern

Citizens' Counselling Centre

• Wrote and designed mental health handouts for clients using plain and accessible language 
• Offered individual counselling to clients from varied backgrounds
• Conducted intake interviews and risk assessments with new clients

Practicum Counsellor

Dogwood BC

• Designed member survey and analyzed data from over 100
respondents using qualitative and quantitative methods
• Wrote internal knowledge management documentation
• Designed email response templates for common queries
• Organized events, including staff retreats and fundraising events
• Managed data-entry employees and supported volunteers
• Maintained CRM database using Salesforce, DemandTools, and
PeopleImport
• Answered supporter queries and comments via email, phone, and in person

Supporter Services Coordinator

• Collaborated with cross-functional teams regarding supporter acquisition and retention, and CRM database maintenance
• Maintained CRM database using Salesforce, DemandTools, and PeopleImport
• Processed one-time and monthly gifts and oversee monthly donor maintenance
• Responded to supporter comments and queries

Development Assistant

I’m a service designer, content designer, and word nerd looking to make a difference through accessible design 📝 ✨

I assess and improve services and user experiences for companies and organizations to:
•increase conversions
•strengthen user retention
•lower friction
•improve engagement
•lower support costs

I use design best practices, plain language, brand voice and tone, and clear information hierarchy to lower cognitive load and create frictionless user experiences. 

In my 5 years experience as a therapist I honed my skills of empathy, user research, and collaboration. I bring these skills and more to the table in my work as a service and content designer. 

taplio

The Battle

Andrew Astleford

Keira Zikmanis

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