Brenna Bustamante

I'm an advocate for users, lover of words, and enjoy improving difficult user journeys

 

My love for UX began when I was first tapped to suggest content for error messages. The idea of being able to help a user fix an issue before they even make it to support is really fulfilling.

Since I work in support, I'd be able to listen to users, understand their pain points, follow and take note of how they describe their journey, and identify where a product could improve. This was my gateway into user experience.

My role had me working on user issues where I had to really look into user journeys, think about what questions the users have and put myself in their situation. I'd identify where and how support content could help. But more-so, I would also be able to identify where the product could be improved to prevent a user from getting to that issue in the first place.

While I enjoyed being able to provide help reactively, I preferred being in a position where I could prevent a user from needing help.

I'd love to be on a team where I can influence a product to improve user experience and prevent user issues from the get-go.

What I do

UX writing

UX writing

I work with designers, UX researchers and product managers to write user-focused content

Content strategy

Content strategy

I think all content as part of a user journey. My background in support helps me to ask questions, break down the user experience, and advocate for better user experience strategy

Strategist

Strategist

I identify gaps, formulate goals, think through the different ways to achieve the goal, and implement the highest impact strategies to accomplish objectives

Stakeholder management

Stakeholder management

I listen, try to understand, and adjust. I am open to feedback, and happy to provide feedback. I negotiate and discuss.

User advocate

User advocate

I listen to users, use my personal experience, and gather data to fight for better user experiences

Support expert

Support expert

I listen to users and investigate issues to advocate for product improvement

Problem solver

Problem solver

I identify gaps in processes and finds solutions

Resume

What I've been doing

Jun 2020 - current
Google

20% UX Writer

GSuite Editors:

  • Work with designers and UXR to create content

Google Assistant

  • Standardize content to fit 4 user journeys

  • Work with designers and UXR to improve onboarding flows for different situations and users

  • Work with Google guidelines, and 2 product style guides to create a new style guide for a new product

Jun 2020 - current
Google

Product Support Manager, Google Play

  • Revamped 450+ of Play’s taxonomy to be clearer and remove cognitive overload for end users

  • Managed temp, worked with agents and cross-product to re-strategize content for unauthorized charges

  • Organized an event for UX to get insights from support to help improve UI text for TUIs

Aug 2018 - Jun 2020
Google

Content Strategist, Google Play

  • Contribute to $2M in annual support saving with content for automated self-help flows

  • Streamline 2700+ corpus to reduce handling time and prepare for vendored processes

  • Streamline content management process to save manual work, improve launch cadence and save $20K in localization costs

  • Conduct A/B testing to determine content effectivity, which resulted in 400% increase in app installs

  • Strategize and manage external help center, agent knowledge base and agent training

Education

Oct 2020
UX Writing Hub

UX Writing Academy Pro

UX Writing Hub is a mentorship program that allows aspiring UX writers to go through activities and projects that help build their skills and experience.

April 2020
IDEO University

Foundations in Design Thinking

  • Insights for Innovation which helps better understand users' social, emotional, and behavioral needs.

  • From Ideas to action which helps us ideate, prototype, and iterate.

April 2020
UX Writer's Collective

Fundamentals of UX Writing

2012
Our Lady of Fatima University, Antipolo

Bachelor of Science in Travel Management

Skills

User experience

75%

Content writing

100%

Content strategy

90%

Stakeholder management

90%

Help content

100%

User advocate

90%

Tools

Figma

65%

Sketch

50%

Lucidchart

50%

Whimsical

50%

HTML

100%

Content management systems

100%

Contact

661-281-5215

Colorado

brennabustamante@gmail.com

Open to freelance or consult

How can I help?