Brenna Bustamante

I'm an advocate for users, a 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.

When I worked in support, I would 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 understanding what a good user experience was.

I worked on user issues where I had to really look into the user's journeys, think about what questions they 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 UX designers, UX researchers, and product managers to write user-focused content.

Content strategy

Content strategy

I think all content is 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 strategies.

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 find solutions.

Resume

What I've been doing

Mar 2022 - present
Content for UX

UX Writer

  • Build content principles, voice, tone, and guidelines.
  • Teach and evangelize UX writing.
  • Rewrite user flows and provide UX recommendations.
  • Clients: AllTrails, Airbnb, Chattermill, Calm, Legacy.

Jul 2022 - Sep 2023
Atlassian

Content Designer

  • Lead UX content strategy for Trello Buyer and Admin pod.
  • Streamline messaging strategy for Enterprise admins.
  • Lead content strategy for the entire Trello Admin Support Documentation, which included content audits, inventory, UX research, and guidelines.

Jul 2021 - Mar 2022
TripActions

Staff Content Designer

  • Lead UX content strategy for all of the travel experience.
  • Evangelize UX writing for the entire company.
  • Build voice, tone, and guidelines into the design system.
  • Streamline messaging strategy.

Jun 2020 - Jul 2021
Google

UX Writer & Product Support Manager

  • Create string templates to add to the design system.
  • Collaborate and improve onboarding flows.
  • Create and socialize new content guidelines.
  • Conduct writing workshops for junior writers.
  • Strategize and support UX improvements for payments-related issues, like refunds & gift cards.
  • Develop UX content strategy for support chatbots.

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

720-818-4944

Colorado

brennabustamante@gmail.com

Open to freelance or consult

How can I help?

Portfolio

Protected: Increasing sales with the right message

Protected: Increasing sales with the right message

Content Strategy, UI content improvements
Protected: Streamlining terms to reduce confusion and improve consistency

Protected: Streamlining terms to reduce confusion and improve consistency

Content Strategy, UI content improvements
Protected: How to rename a feature to prevent confusion

Protected: How to rename a feature to prevent confusion

Content Strategy, UI content improvements
Protected: Creating a content strategy for support documentation

Protected: Creating a content strategy for support documentation

Content Strategy, Help content
Protected: Identifying content and information architecture for a website

Protected: Identifying content and information architecture for a website

Content Strategy, UI content improvements
Protected: Planning content for multiple scenarios

Protected: Planning content for multiple scenarios

Content Strategy, UI content improvements, UX Case studies
Protected: Creating templates to reuse and streamline transactional emails

Protected: Creating templates to reuse and streamline transactional emails

Content Strategy, UX Case studies
Protected: Improving user experience with transactional emails

Protected: Improving user experience with transactional emails

Content Strategy, UX Case studies
Protected: Planning and negotiating content on a tight deadline

Protected: Planning and negotiating content on a tight deadline

Content Strategy, UX Case studies
Protected: Add a custom domain

Protected: Add a custom domain

UX Case studies
Error message: Prevent users from going into a loop

Error message: Prevent users from going into a loop

UI content improvements
Create a family library

Create a family library

UX Case studies
Content audit: Localize

Content audit: Localize

Content Strategy
Protected: Create templates to help design teams write better

Protected: Create templates to help design teams write better

Content Strategy
Managing stakeholder relationships

Managing stakeholder relationships

Blogs and articles
Improve user journey for unauthorized charges

Improve user journey for unauthorized charges

Help content
Use content to optimize onboard in help

Use content to optimize onboard in help

Help content
Protected: Create UX Writing guidelines

Protected: Create UX Writing guidelines

Content Strategy