Hi, I’m Clem, a UX Content Strategist based in Washington D.C. I help teams design content for websites, mobile apps, software, and conversational interfaces. I ❤️ heart-centered people & human-centered products.
I help organizations create a strategy for all the words that will appear in digital products. Words aka product content impact usability, legal, and brand.
I’m a designer, writer, and content strategist* with experience spanning product design and marketing. My practice is centered on solving for human-centered outcomes using research and cross-disciplinary collaboration.
Previously, I was a UX researcher and content designer at Capital One. Before that, I was a freelance content strategist and editor at CMX Media, user researcher for Samsung Research America, community manager for the 10,000 HOURS podcast, and copy editor for a nonprofit in Sweden. I began my user experience & content strategy career 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, digital strategist, and information architect.
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 things people use. This means using the audience’s vocabulary, presenting information in a way they expect, that fulfills a need when it arises in a moment. 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 work as helping UX team members arrive at a shared understanding–like a productive conversation. This can take the form of product vision, user journey, menu labels, or interface copy.
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 are you a designer?
Short answer is I want to make people feel understood and amplify unheard voices.
As designers, we get to decide what matters. And that gives us immense power to shape 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 several years.
I have experience managing multiple research projects simultaneously.
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.
Pretty plain stuff. I know enough to read code but working on building something with all three.
Pulled data from APIs like Twitter & Wikipedia and analyzed it. Love Python but baby steps with that one.
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?
Lifting weights and playing in the dodgeball league (yes, that’s a real thing) keep me sane. To sharpen my design practice, I dabble in graphic design, read design books, and nerd out on storytelling and research frameworks. I also like outdoorsy stuff like hiking. Being from the Pacific NW, I got spoiled by pristine nature.
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, talented people.
I also cook, like a lot. It’s a way to control what I put into my body and I find it rather relaxing. I don’t think there’s anything better than sharing a meal with good friends 🙂
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.