Hi! I’m Katie.
I do content development, management, and strategy. I’ve worked on content creation, content and chatbot/conversation design, and knowledge management (among other projects) at Headway.
See below for some samples!
Chatbot & conversation design
Background
At Headway, I built and launched our first conversational chatbot (Headway virtual assistant), aimed to help users get the information they need, when they need it. It uses a combination of manual workflows and generative AI responses.
My role
I worked closely with the design, engineering, compliance, and CX teams to create a solution that was helpful while still sensitive to our customers and mental health needs.
Metrics & outcomes
The launch of Headway’s virtual assistant unlocked Headway’s ability to launch live chat, CX’s first synchronous channel. It’s the first “line of defense” before an agent can be reached.
I designed over 30 manual workflows that serve as guides and answers to user queries. Currently, the virtual assistant handles thousands of conversations per month, deflecting* an average of 50% of contacts coming through.
* A deflected contact is a conversation that originates in the virtual assistant, but doesn’t ever have human intervention (i.e. a support ticket / live chat isn’t created).
Content development & knowledge mangement
Background
At Headway, I scaled the external knowledge base (Headway’s Help Center) from 40 to 150 support articles. The Help Center contains all of Headway’s external support-focused articles, serving two primary audiences: providers (therapists) and clients (patients).
My role
I’ve authored, designed, and/or copyedited every support article in Headway’s external knowledge base. Content is created based on product support, compliance, and launch needs. Audits and reviews are done on a regular basis to ensure content is up-to-date.
I developed and continue to maintain the style guide for Headway’s Help Center, incorporating content design best practices. Additionally, I edit and manage the Help Center theme’s CSS to align with Headway’s design and customize as needed.
Metrics & outcomes
Help Center content is an integral part of the launch process at Headway. The Help Center has over 100k views per month, and a search success rate of 95%.
Sample articles
Click on the article screenshots, or the links below, to view the live content.
UX writing
I’ve authored and reviewed several in-product banners and content in collaboration with our Content Design team. The samples here are my original work, written for Headway's account page and contact form.