Emily Smollen Email & Phone Number

United States

Austin, Texas, Us

Managing and supporting a team of phenomenal mid- and senior-level Content Designers, and excited to promote the integral value of UXCD at Indeed.

Austin, Texas, Us

Excited to be a part of such a smart, empathetic group of professionals dedicated to helping connect employers and job seekers, especially in today's climate. As part of the Accelerator UX Team, our mission is to partner with SMB product teams to help identify opportunities and ensure they have the UX resources they need to execute on key customer opportunities.

Round Rock, Texas, Us

Advocated for strategic content strategy as a key partner of a multi-disciplinary team supporting Dell Online Support for enterprise and consumers. Collaborated with design, research, product managers, and business partners to simplify user experiences and products in a complex space. Created informative content, journeys, and troubleshooting bots to get worldwide customers to the right help channels and solutions quickly. Managed projects, established product development processes, enforced standards, and evangelized best practices to drive prioritization, consistency, and a unified voice. • Identified an opportunity to show content’s direct impact on revenue. Went beyond project scope and teamed with design to initiate additional content and UX improvements to two Support service offers and their add-to-cart flows to (1) increase revenue and (2) divert traffic from live support agents who were manually taking orders for these self-service options. Partnered with product manager for invaluable feedback and to get stakeholders onboard. In the 3 weeks post-launch:✚ Customers who added a service to their carts jumped from 474 to 989 in the first week alone✚ Total revenue jumped from $24k to $61k the first week, $51k the second week, and $69k the third week✚ Projected to earn $2M in revenue over next 2 quarters“Emily goes above and beyond to assess and provide her expertise. She has been very thorough, offering multiple improved solutions along with her recommendation for the best path forward.”

Applied strategic content solutions and design thinking to craft engaging user experiences for businesses on the global ads platform. Included strategy, user flows, onboarding experiences, information architecture, naming, navigation, emails, error messaging, and resources. Established strategic frameworks to align content and design. Influenced cross-functional stakeholders, leaders, and partner teams to drive alignment. Led interactive workshops with university and professional organizations, and mentored peers.• Defined the UX to migrate Instagram businesses and confirm assets onto a unified graph allowing for a more connected, secure, and tailored experience for businesses across Facebook products. ✚ Grew 5X in 6 months from 12.2M to 71.5M Instagram businesses — 1.5M over goal✚ Increased active Instagram businesses per month by 25%• Collaborated with help support team to clarify messaging of top escalated errors to unblock business users.✚ Dropped error trigger from a high of 8K a day to 100–200 a day✚ Unblocked 3K–4K Page claims/removals a day• Created content-driven UI and communications for a complex global business and developer verification process.✚ Approval rates increased to 60% on first and 77% on second submissions✚ Support escalations dropped 50%“A big part of our project success is attributed to Emily. She has been great about partnering closely with me to identify partnership opportunities or product gaps to enhance the impact of our product. [It] wouldn't be where it is if I had not had Emily's great work and collaboration.”"I worked closely with Emily to ensure the content created for the advertiser help center was accurate and effective. She's been instrumental in creating and fostering this relationship which directly impacts the quality of the content our users are receiving."“Emily’s drive for creating an inclusive environment creates conversation and alignment within product teams.”

Vancouver, Bc, Ca

Subject Matter Expert hat trick: Led UX content strategy, marketing communications, and brand consistency for the leader in SaaS search engine optimization (SEO) marketing knowledge and tools. Built relationships with UX partners, product teams, and executives to craft and shape creative content across the user experience. Cultivated company style and voice standards. Presented to executives and incorporated feedback for approval. Shared expertise and mentored Mozzers to empower them to level-up their own work.• Projects impacted company’s revenue objectives and included marketing web pages and campaigns, email communications, ad copy, event collateral, modals, product feature launch tours, and user experience.• Created customer-centric content by identifying key messaging to craft creative, compelling copy that actively connected with customers (and crushed it at Scattergories with all the Cs). My influence: ✚ Marketing home page update, 4 days, 47k visitors: > Product 1’s CTA clicks +35% > Product 2’s CTA clicks +135% ✚ Marketing product page update, 3 weeks: > Product 1’s Free trial traffic +88% | Free trial signups +7.6% > Product 2’s Check listing tool use +98% | Purchases +63.9% ✚ UK Feature Pre-release Campaign via email, social, blog, and homepage to create awareness: > Goal 1 to drive tool usage was >6K/week. | Actual exceeded goal over 50%: <9K/week > Goal 2 to build email waitlist was 250 signups. | Actual exceeded goal over 300%: 880 signups• Reconceptualized and instilled our vision and brand story across Moz.com, external channels, and customer communications. Identified community connection opportunities.• Created, evolved, and evangelized brand and content standards by creating Style and Voice & Tone guides and intranet branding pages.• Drove to achieve cross-team buy-in of aligning standards across multi-product line to ensure an engaging and consistent experience.

Provided professional writing, editing, and proofreading services – Nothing speaks louder than repeat clients.

Seattle, Wa, Us

Managed content across inpatient family channels. Identified gaps and enhanced communications. Advised and developed tactics for hospital initiatives. Created system architecture and launched interactive GetWell Town TV system. Shared communications expertise via trainings and presentations to team, staff and senior leadership.• Instrumental in development, launch and expansion of GetWell Town TV at Seattle Children’s — an interactive TV interface including on-demand entertainment, SCH health and staff education, and Internet. Architected custom system navigation (over 250 screens in two languages), UI content and flow. Additional functionality developed included scheduled pop-up promotions, surveys, and direct room service requests.• Created content and ensured brand voice across varied media – from informative handouts to enlightening procedure journey booklets to engaging social posts. ✚ Extended the reach of informational What-to-Expect procedure booklets 400% by hosting them online and driving traffic via website’s search keywords and in-office promotion ✚ Increased Family Choice Award nominations 250% by incorporating social media into communication plan ✚ Created Tableau dashboards and reports to streamline team data reporting. Result was real-time status of the complete communications and education collection. Moved team from reactive to proactive work prioritization, which impacted the team’s 3-year-update goal from 65% to 95%• Earned team’s only 2013 “Top Performer” designation, awarded to top 3% of organization’s employees.

Seattle, Washington, Us

Also contracted on-site, full time, in this role September 2007 – April 2008Hired and managed editorial and design staff and vendors. Drove editorial calendar and executed marketing initiatives to create engaging internal and external communications — from a monthly print/digital magazine to a website to on-brand marketing materials. Created and instilled editorial and branding standards. Architected and launched wac.net. Integrated brand strategies for multiple teams. Set and managed annual budget. Editorial consultant to executive staff, Board of Governors, and business leaders of Seattle.✚ Created navigation and content for its first website (wac.net): Awarded the Idea Fair's 1st Place “Use of Technology” at the Club Managers Association of America’s international conference, which represented more than 400 private clubs

Built and managed in-house content and marketing design team responsible for customizable newsletter series (1.5M circulation), marketing collateral, and brand product line. Partnered on new product development and marketing strategies. Architected and launched company website to extend brand awareness and serve as an additional health education resource for users. Established and enforced editorial standards. Coordinated freelancers, vendors, and advisory board.✚ Used print knowledge to streamline customization process; resulted in overhead savings of $40,000/year✚ Initiated and launched company website (personalbest.com) to promote products and be a customer resource

Wrote and edited health education materials; mainly booklets, brochures, and posters. Coordinated new product development. Wrote catalog copy. Edited for the book division. Redesigned and wrote employee newsletter. Initiated and developed a company-wide Style Guide.

Us

Worked my way through college writing and editing a monthly magazine and newsletter specializing in employee assistance professionals and wellness.

Ba, Journalism | Business

Storytelling And Content Strategy Certification

Workshops: Ux Research Bootcamp + Digital Marketing