Jen Lucero
Content designer in San Francisco
As a content designer and UX writer, I create conversational content to guide the customer. I consider not just how they are feeling and what they are trying to accomplish, but I think about what they experienced before getting here. I also consider what will happen after they complete their task.
I typically start by reviewing existing research and customer feedback. Then I'll work with other designers, researchers, and product to put together an empathy map, value prop canvas, journey map, and how might we statements. I'll also do a tone mapping exercise. All of these activities are things that I refer back to and update after doing research. Then it is on to iterating, sharing in crits, reviewing with other stakeholders, testing, and revising. Then repeat the process as needed.