Hi, I'm Jen Lucero

My process

As a content designer and UX writer, I craft conversational content that guides customers through their journey. I focus on what they’re trying to achieve, how they feel at each touchpoint, and how their past experiences influence their current actions. I also consider what will happen next after they complete their task.

My process starts with discovery work. If there is any existing research, I’ll do a deep dive to understand user needs and pain points. I’ll work with my design partner to put together a competitive analysis. Then I collaborate closely with designers, researchers, and product to create empathy maps, value proposition canvases, journey maps, and “how might we” statements. From there, I iterate, gather feedback through critiques, review with stakeholders, test, and refine. Then repeat the process as needed.