Sam Redd

Healthcare Member Services

Partner with UX Design to enhance digital account tools and access

Own all linguistic aspects of accessibility defect resolution (WCAG compliance)

Collaborate across teams to develop a new, uniquely human-centered app feature

Financial Services

Consult with cross-functional team working to improve their virtual assistant

Design multi-modal interactions between users and chatbot

Provide conversational content for bot responses and behavior

Revised existing content for effectiveness, accessibility & reading level compliance

Coordinated with analysts, Design & Research to craft lofi, then hifi prototypes

Built/updated content models and messaging in headless CMS

Developed strategic messaging to drive user conversion and business revenue

Supported project team as sole UX contributor from product inception

Mapped end-to-end interaction flows for all possible conversation variations

Assembled final MVP concept & secured all approvals amidst team friction

Applied & promoted NLP/NLU principles among varied project stakeholders

Simplified & presented technical bot framework concepts for all audiences

Synthesized data collected from live transcripts to implement enhancements

Owned development of bot's 'personality' according to brand identity and style

Joined team of UX Designers as a lone "literary specialist"

Consulted with Designers & Researchers to iterate on digital banking prototypes

Ensured concise, accessible on-brand copytext for UI, error messaging, and other

Over time, established UX Content team

- assembled Digital Content Style Guide

- documented processes, adapting iteratively

- defined scope of work and boundaries with other writing teams (i.e. Marketing, PR)

- Interviewed candidates for further UX Writer roles

- Trained & mentored new hires, growing to a team of 8 UX Writers

Served companywide D&I and Accessibility initiative team as de facto Scrum Master

Cooperated with other departments for ideation phase of AI-driven chatbot

Developed data-based strategies to improve engagement of foundation website

Created wireframes and content for website redesign

Designed and configured interactive dashboards visualizing site's analytics