Beth Bornhoeft Email & Phone Number

Minneapolis, Mn, Us

Minneapolis, Minnesota, United States

Minneapolis, Minnesota, United States

• Managed the Information Experience (IX) team of technical/UX writers.• Guided development of all technical documentation on support.code42.com (1,000+ articles, ~1 million pageviews/year) and all UI text in every Code42 product.• Directed all aspects of the support site, including content strategy, design, and coding. Spearheaded major updates that enabled site visitors to easily discover and browse to content, not just search.• Innovated and implemented a method to improve the SEO of the latest versions of articles. Latest-version pageviews skyrocketed from 36% to 93%.• Used agile methodologies to keep up with a fast-paced SaaS environment with multiple product updates per day.• Built partnerships with UX, PM, and engineering to involve writers earlier in the development cycle, allowing writers to more effectively drive content design.• Worked closely with C-level executives and senior leaders to build strategies, showcase team achievements, and negotiate resources.• Routinely partnered with engineering, product, UX, support, marketing, and others to stay aligned and accelerate work.• Implemented systems for the team to regularly review and update processes to be more efficient and effective: o Streamlined the writing workflow, enabling the IX team to publish work sooner while maintaining quality. o Added UX writing standards to company design system guidelines for consistency and visibility. o Eliminated unnecessary meetings and metrics to reduce unproductive overhead.• Raised already-high IX team engagement scores to 96%, 15% higher than the companywide average.• Named Manager of the Year for the CXO organization in October 2020.• Addressed a UX gap by providing content strategy and UX design for several websites outside my team’s scope.• Led the IX team through major product shifts, an evolving work environment, reorganizations, and more.• Coached and developed team members with varying levels of experience, from new to expert writers.

Blaine, Minnesota, United States

Blaine, Minnesota, United States

• Created a variety of documentation deliverables for system administrators, end users, and others, including: - Single-sourced DITA content for help center and PDF output - User interface microcopy (bite-sized content that appears directly in the UI) - What's New highlights for product websites - Short videos to illustrate procedures and provide feature overviews • Regularly led projects and internal initiatives. For example, I led a project to implement the Acrolinx content optimization tool and trained the the global writing team (over 60 people in 6 countries) to use it.• Conducted user research for a variety of products. I developed and performed usability testing for a new documentation vehicle at PTC's annual customer conference.• Devised and implemented improvements to make internal processes more efficient. I ensured that all processes were documented to support new initiatives and help new hires.• Used Agile processes to work efficiently with teammates on my Scrum and writing teams.

Maple Grove, Minnesota, United States

• Created and updated documentation for internal processors.• Improved form usability for sales field offices and customers. • Led a one-year project to improve the usability of the documentation library’s user interface and increase stakeholder engagement. User satisfaction increased from 43% to 95%.• Led a multi-department project to identify, assess, and then eliminate or categorize approximately 900 outdated documents.• Responsible for technical writing standards and processes. Mentored team members across 3 U.S. locations.

Malvern, Pennsylvania, United States

• Wrote documentation for system administrators, end users, and customer support representatives. Much of the content was highly technical. • Performed user interface design and usability testing. My work on a new firewall product dramatically increased acceptance. A tester who said that the initial release was “impossible” to use said that it was now easier to install a server with a firewall than without one. • Presented “Making Usability Work for You” with two colleagues at a regional Society for Technical Communication conference.

B.A., Technical Writing, Literature

Certificate, Web Authoring