HOMEABOUT ME
Hi, I’m Liv. I believe we can make people’s lives easier through human-centered design, storytelling, and measurable results.
My biggest strength is my ability to “see the forest and the trees.”
I’ve led the transformation of essential customer experiences for one of the most prolific brands in the world, helped launched Walmart’s first AI support chat and still love those XS feature enhancements (they often make the biggest impact, don’t they?).
So, let’s get to know each other.
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07 Owning the content ecosystem at Konverse
RoleTeam Lead | Content Design
OpportunityAs the head of product marketing at Konverse, I manage content across channels and departments. At the beginning of 2020, I introduced a holistic, brand-centric approach to content that impacted each department.
Goals:
- Create a robust tool for Konverse teams to use when developing content across departments.
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Share a “north star” for our brand to the executive leadership team.
Process
I began with a product audit to understand where we’ve been as well as customer interviews to explore their answer to, “Why Konverse?”
I then led brand and content workshops with leadership team (CEO, VP of Sales, VP of Operations, Customer Success Director, Head of Engineering) to define who Konverse was and what Konverse wanted to be.
Insights:
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Customers craved more communication from us – they want to know what’s new.
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Konverse customers are not the most “tech savvy”
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Konverse platform is robust and highly flexible – this can get overwhelming.
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We don’t want to be flashy or trendy – we want to solve problems.
For Konverse, clarity was everything.
This guide went beyond UX. It would be utilized by the entire organization as the standard of excellence.
OutcomeResults:
- Concrete guidelines about how we write for customers, for product, and for the market
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Tools for Customer Success team to streamline content development
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Leadership alignment on the importance of brand consistency
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User insights to inform future projects