Get curious first.
Where are users stumbling? What’s causing support tickets? Which assumptions are we making? The answers usually surprise everyone.
Build systems, not band-aids.
One-off fixes create one-off results. I develop content frameworks that scale across products and touchpoints.
Test, tweak, repeat.
At Jellyvision, changing a single button from “Continue” to “See My Options” boosted conversion by 23%. Finding those moments requires constant testing and refinement.
Break down silos.
Some of my best work happened when I got five teams talking at Mezo. The content strategy works when it bridges departments, not when trapped in one.
Results That Matter
- Cut task completion time by ~30% with better conversation flows at Mezo
- Dramatically reduced support tickets through clear frameworks at Properly
- Achieved 90%+ comprehension scores for complex healthcare topics at Jellyvision
- Unified messaging across seven departments at Beyond Finance
Technology changes constantly. My mission doesn’t: I help people feel confident rather than confused when using digital products.
Elizabeth Archer 