Any great user experience should seamlessly blend storytelling and design. I love to recognize the hidden patterns, influence design, and build experience strategies that help weave and design content narratives that fulfill both business and user goals.
A framework I built to streamline, scale, and prioritize outreach notifications such as push, SMS, and bell alerts. In under 6 months, multiple products outside the platform team picked it up to streamline information and build a meaningful information hierarchy. It became the messaging framework for the Disputes platform.
The ask:
About 30 to 35% of filings drop off when users realize they chose the wrong reason and have to switch midway. Product wanted to use AI to detect the right reason code based on the user input, so users could carry on filing.
Jobs done:
This was our first AI project, in 2025. We took a content-first approach that influenced the product strategy.
What’s included:
Content strategy that shaped the experience.
The ask:
Build a self-serve limitations portal for Venmo, like PayPal’s, to reduce headcount by 80 and improve the customer experience.
Jobs done:
End-to-end thinking, focused on a content strategy that could scale for Venmo Limitations. This included a plan to understand Venmo users through social listening and past research.
What’s included:
A content strategy covering three pillars: voice and tone, terminology, and information architecture.
The ask:
Limitations is PayPal’s risk platform. It keeps bad actors from taking advantage of the system and keeps the environment safe and secure for users.
The ask was to revamp the Limitations dashboard and make it simpler and more user-friendly, so users could complete their verifications promptly and keep using all of PayPal’s features without interruption.
The revamp covered emails and the self-serve UI only.
Insights
The redesigned email raised open rates by 51.91% and customer intent to resolve a request or an appeal step by 32.33%.
Jobs done:
An exhaustive content design that set the benchmark for designing content for negative experiences. It was iterated based on usability research.
What’s included:
A detailed content strategy, an accessibility checklist created for the Risk platform, the new designs, research, and impact.
STEP 01
Every product brief starts with a PRD walk-through. But what happens after is where the real work begins. makes all the difference. Going beyond the brief is how you add value and shape the bigger picture.
STEP 02
Build reusable content frameworks that scale. This stage is about deciding how to talk to your users, the tone, and the terminologies you use. Your story begins here.
STEP 03
Handover doesn't stop at design. It's shepherding content and staying accountable through localization,
legal, engineering, and other processes.
Senior Staff Content Designer
Grateful working with Sharon, inspiring through calm leadership.
Global Community Engagement Director
Sharon adapted quickly, delivering exceptional work consistently.
Product Marketing & GTM
Organized, dependable writer delivering clear, insightful content.
Fractional CMO
Dedicated, professional writer delivering excellence.
Demand Gen and Marketing Leader
Versatile, trusted professional exceeding every expectation.
