These case studies showcase my expertise in UX writing, conversation design, and content strategy through real-world projects that delivered measurable results and improved user experiences. Each example demonstrates my ability to transform complex information into accessible, engaging content that solves business challenges while meeting diverse user needs.
Developing an AI Agent’s Voice & Approach to conversational design
I created and documented a distinctive voice for “Dex” that balanced conversational friendliness with efficiency, maintained 6th-grade accessibility standards, and implemented context-aware tone variations, leading to a 30% reduction in conversation abandonment and 25% increase in first-contact resolution.
CREATING An AI-Powered Maintenance Assistant
As a Conversation Designer, I helped develop and build an AI maintenance assistant that troubleshoots home issues through intuitive conversation flows with a 6th-grade reading level, empowering residents to solve problems independently while ensuring technical accuracy without jargon.
Debt Resolution Company New CLient Welcome Kit Redesign
I led a complete revamp of our new client welcome kit by replacing jargon-filled text with accessible language, implementing clear visual journey maps, and adopting an empathetic tone, resulting in significantly improved client understanding and retention with a 90% top-two-box score.
Elizabeth Archer 