I study how people find, read, and act on information — then I rebuild the system so they can.
Content strategy, information architecture, and UX research are separate practice methodologies here because they are separate crafts in the doing, each with its own approach, its own artifacts, its own standard of rigor.
01 — Content Strategy
Federal benefits content strategy
Helped move a federal benefits program's content into a new shared home, serving millions of people who rely on it to understand programs they may qualify for, without losing plain-language clarity in the transition.
Self-service content design for a regulated energy provider
Shipped content across a utility's self-service flows, closing a gap in the online experience that was the second-highest driver of customer service calls, and cutting customer care costs by tens of thousands of dollars.
More content strategy work available on request.
02 — Information Architecture
Rebuilding navigation for a 150-year-old institution
Took a site where most visitors arrived through search rather than navigation and rebuilt it into a structure people could actually move through, backed by research into where the old site was failing them.
Rebuilding a scattered resource into a toolkit people could actually use
Turned a scattered network resource into a four-page toolkit organized around audience instead of document type, backed by practitioner interviews that overturned the project's starting assumptions.
More architecture work available on request.
03 — UX Research
Researching an assistance program's applicants
Advocated for research, interviewed people mid-application for a utility assistance program to find exactly where the process lost them, and turned that finding into a shipped product change.
Enterprise portal research for a regional bank
Ran a multi-method research effort across a bank's siloed portal ecosystem, turning stakeholder input from a dozen business units into a shared, evidence-based case for change.
More research work available on request.
Content design, information architecture, and user experience research are distinct disciplines that have a shared center. Content design works at the level of the sentence: what does this word tell someone to believe? Information architecture works at the level of the system: what does its shape tell someone to expect? Research works at the level of the person, asking outright. Different scales, same instinct.
Outside of client work, I'm drawn to neuroaesthetics, how the brain responds to pattern, form, and space, and to land art, which can ask a similar question, but at an immersive, environmental scale. Both keep circling back to the same thing that got me into user experience and content: how people perceive structure, and how that structure shapes what they do next.