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