Hi, I’m Clem, a UX Content Strategist based in Washington D.C. I help organizations create systems, products, and experiences using human-centered design.
I’m a content strategist* with a sharp eye on design ethics and research. My work is connected by a passion for solving real human challenges across disciplines and increasing the diversity of people who work on digital products.
Currently, I work with government and healthcare clients at ICF Next. I help organizations improve how they communicate with their audiences through websites, apps, software, and conversational interfaces.
Previously, I ran user research on AI-driven experiences at Capital One. Before that, I helped build online communities at CMX Media, researched how people tracked their health for Samsung Research America, grew the listener community at 10,000 HOURS podcast, and edited impact reports for a nonprofit in Sweden. I unknowingly started my UX journey by helping social entrepreneurs and nonprofits launch crowdfunding campaigns at StartSomeGood. In 2017, I received my M.S. in Human Centered Design & Engineering from the University of Washington.
*My role might go by other names: UX writer, product content strategist, content designer, information architect, and digital strategist.
Why think about language in digital products?
The purpose of design is communication. That’s why content is central to both product design and positive user experience.
Content strategy is about creating spaces for better language in products people use. This means using the audience’s vocabulary, presenting information in a way they expect, and fulfilling a need when it arises. Practically, words are the cheapest, lowest-risk way to design.
Content strategists use language as a design tool. While my output might be wireframes, workshops, or words, I see my job as helping UX teams arrive at a shared understanding about what we’re building – and for whom. This can take the form of product vision, journey map, content model, interface copy, and more.
Best designs don’t come from working in silos. That’s where content strategy can help. Your audience will appreciate the clarity, consistency, and thoughtfulness.
Why think about ethics in tech?
We have an opportunity to merge data science, machine learning, and human-centered design to create more thoughtful experiences.
Technology can help us live more meaningful, productive lives – until it doesn’t. Algorithms have agency to shape who we befriend, what we buy, and where we go, but their behavior is becoming more opaque and unpredictable. We’ve come to a point where algorithms are making assumptions about every facet of our lives at a speed and magnitude never seen before.
As designers, we have an ethical responsibility to understand the varied ways our solutions might produce unintended side effects, especially if the product relies on algorithms and user data. We need to find ways to work with human complexities instead of paring them away. Sometimes, that means challenging your product vision, reconsidering simple dichotomies, or taking a second look at our choices to see if we are making some people feel excluded.
Why do you practice design?
Short answer is I want to make people feel understood and amplify unheard voices.
As designers, we get to shape what matters. And that gives us immense power to change people’s lives and how they get stuff done. As technology becomes more personalized and automated, it’s even more important for us to speak up and create spaces for people to be human.
While words make concepts exist, they can also make groups of people disappear, ignore their emotional realities, or confuse the heck out of them. That inspires me to find ways to build more inclusive products and teams. It begins with having conversations about who we might be excluding, using big data AND thick data, and sometimes, challenging an organization’s definition of success.
I’m a designer because I get to create solutions that tell a different story about our world – and the people in it. Maybe then, I can help move it forward a little bit.
Ok, but what can you do? Like, specifically?
I work at the intersection of editorial and product experience, designing the content that goes into websites, mobile apps, software, and conversational interfaces.
I’ve done this one form or another the last 5 or so years.
I have experience managing multiple research projects simultaneously. I’ve used a variety of methods but research questions always come first.
I use web analytics, usability tests, card sorts, and content inventories to figure out the best way to structure websites & apps.
Usually writing first, then sketching, Axure/Sketch, InVision. But it depends on the fidelity required.
Familiar with design patterns, but more on the voice/chatbot UI side.
Illustrator is my favorite tool. Know enough Photoshop & InDesign to be dangerous. Pulled off some branding work and enjoyed it very much.
From websites and mobile apps to software and beyond. Microcopy, menu labels, and even actual content. You name it.
I know enough to read and write some code but working on building something with all three.
Pulled data from APIs like Twitter & Wikipedia and analyzed it. Love Python but taking baby steps with doing something more complex.
Prototyped physical experiences with code, sensors, and microcontrollers.
Helped 100+ nonprofits and social entrepreneurs launch crowdfunding campaigns.
Streamlined content production for multiple channels with editorial calendars, voice & tone guidelines, messaging strategy, SEO, and proper metrics.
I’ve helped startups and nonprofits communicate who they are and why everyone else should care about what they do/offer.
Google Analytics is my tool of choice.
Who are you outside of work?
I enjoy reading the latest book/article on design research, product management, storytelling, business of design, and more. I’m an amateur cook and an architecture enthusiast. I also like outdoorsy stuff like hiking. Being from the Pacific Northwest, I got spoiled by pristine nature.
I like building communities in my spare time. Over the years, I’ve volunteered for TEDxMinneapolis, User Experience Professional Association, World Information Architecture Day, World Usability Day, Ashoka, and various UX Meetups. It’s a great way to meet a lot of wonderful people and pay it forward. We all stand on shoulders of giants.
What if I want to reach out to you?
If you want to chat about design or just say hi, here’s my email: auyeung dot csp at gmail dot com.