Content designed
for customer delight
Throughout my tenure at Mailchimp, I developed, published, and maintained help content to educate our customers. My goal will always be to guide customers through thorough, concise, and accessible content that meets their needs when they need it.
Below are a selection of my projects that were published on mailchimp.com/help/ or within the app.
(Resumé and detailed portfolio available upon request)
Marketing automation flows
(f.k.a Customer Journeys)
Mailchimp's Marketing Automation Flows, originally known as Customer Journeys, was a major feature released in 2020. The feature allowed customers to create unique marketing experiences for their subscribed contacts.
As part of the initial release, I wrote and published the Help Center Articles that supported the Customer Journey feature.
Point-of-Need content
Also known as PONs. PONs are short, contextual in-app notifications provided to Mailchimp customers when and where they need guidance. This was a new content channel for the team, and one of the company's highest priorities across FY24 and FY25. To support the effort, we published 38 PONs for initial release.
New email builder
Mailchimp's new email builder release was a major product overhaul that replaced the legacy builder for all new users. It required extensive documentation across new and updated articles, coordinated with Product and Engineering through multiple release phases. At the time, this effort was also an opportunity for me to mentor one of our junior writers to a mid-level writer.
Generative Engine
Optimization
I co-spearheaded the Mailchimp GEO initiative. This was the team's first structured effort to optimize Help Center content for AI-powered search and generative summaries, specifically for Google AI Overviews and ChatGPT.