Atlanta Metropolitan Area
Hi there! 👋 I’m Andrew. I’m a senior content designer, user experience (UX) content strategist, UX writer, and product content writer with more than 7 years of experience in creating clear, helpful content for digital products. I’ve worked across B2B, B2C, Fintech, SaaS, UCaaS, and E-commerce, 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, integrated AI into workflows, and delivered measurable results, including millions of dollars in revenue impact. Whether it’s writing UX copy and support articles, building instructional 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 • Pendo • Fullstory • Confluence • Microsoft 365 Copilot • Google Gemini • Notion • Framer • RightAnswers • Acrolinx • Targetprocess • Adobe Premiere Pro • Adobe Audition • Adobe Photoshop • Google Analytics • VWO If you’d like to know a bit more about me… For as long as I can remember, I’ve wanted to write. But I thought my words would be about athletes instead of actions within a user interface, football instead of flows within a digital experience. In 2018, I transitioned to content design after nearly a decade in sports journalism. Today, I love life in the Atlanta area. I'm always down to travel, hike, and enjoy great food and wine. Let’s chat!
Sage is the proud market leader in accounting, finance, people, and payroll solutions, supporting millions of small and medium-sized businesses, accountants, and partners globally. Responsibilities: • Craft clear, concise, and engaging content design for user interfaces, including UX copy, 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 • Organize and manage content repositories, ensuring content is up-to-date, accessible, and easily retrievable Impact: • Developed and deployed AI-powered Copilot agents to streamline content design workflows (including translation, templating, and UX copy), improving efficiency and enabling team adoption of AI practices • Produced instructional video content and knowledge base enhancements that simplified complex workflows and reduced user friction • Identified more than 25 accessibility issues during two screen reader audits and contributed to improving WCAG 2.1 AA compliance across product experiences • Led process improvements for customer-facing emails, templates, and related Confluence organization, increasing scalability for content creation and localization workflows • Wrote release notes, recorded demo videos, and conceptualized and led the “Product Manager Spotlight” initiative end to end, increasing visibility of contributions across the organization • Contributed to hiring efforts by interviewing candidates, providing structured evaluations, and influencing hiring decisions for two graduate content design roles
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 • 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 • Formed the content strategy for the new Chewy Help Center and related support articles • 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
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
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
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