Bio

Author of Conversations with Things: UX Design for Chat and Voice, out May 2021 from Rosenfeld Media. Conversation Designer & Strategist | UX Writer | Strategist | Team & Process Builder | Teacher I design conversational interfaces: chatbots, VUIs, IoT, immersive and multimodal interactions. Expertise in UX writing, information architecture and intent design, training data modeling and tuning, persona creation, prototyping, tuning, and usability testing. I advise on use cases, processes and roles, and omni-channel strategy. Problem solver and process creator. Passionate about words, ethics, inclusivity, and building deeply collaborative teams.