Resumé

UX writer

Hi there,

UX writing and its purpose in my life has compounded over the past 2 years—it consistently teaches me the importance of empowering users through creative and iterative solutions.

I’m ultimately committed to ethical design—I write straightforward content with a personal touch so people feel more confident in every step they take.

I’m pleasantly nerdy and excited about running content experiments, writing product strategy, and collaborating with diverse backgrounds in research and design.

Portfolio & Contact

kalebmzenk@gmail.com
(530) 320-7028

Expertise

• UX thinking & theory
• Voice and tone
• Localization
• Information architecture
• Product documentation
• Content standards and guidelines
• Stakeholder management
• Content quality
• Systems thinking
• Collaboration

PROCESS

• Research
• UserTesting
• Audits
• Standards
• Workshops

Experience

UX Content Designer III for Consumer Growth - PayPal
August 24 - present


I lead content design for the Consumer Growth team at PayPal.

  • Created a workflow to enable our team to work seamlessly with each of PayPal’s business verticals.

  • Launched a series of new entry point messages, driving ~4x increase in users downloading the PayPal app.

  • A/B tested a series of messages on the PayPal homepage, driving relative increase of 39% of engagement into other PayPal products.

UX writer for Trust - Airbnb
May 20, 2019 - May 11, 2020

I shaped the content strategy primarily for identity verification, but also for the profile and defense teams.

  • Led an initiative to create a messaging framework for better education across identity verification. This project advocated for transparent business practices around privacy of users’ personal information.

  • Improved the collaboration process with design and research by creating a content strategy playbook. This helped evangelize to and educate cross-functional partners about content practices and identity verification specific use-cases.

  • Collaborated twice a week with other UX writers to maintain voice and tone guidelines and cross-product standards for word choice and style.


PROJECT HIGHLIGHT

I facilitated a writing-led localization project that investigated content-based solutions to low-performing design flows for our global audience.

  • Improved the quality of our global flows by partnering with user research and localization teams to identify culturally sensitive issues.

  • 100 percent of country managers in each locale Airbnb serves saw the need to update their flows with my recommendations.

  • Increased completion rates for identity verification by 5.3 percent.

UX writing intern - Airbnb
June 8 - Sept. 7, 2018

I began my craft as a UX writer when I joined Airbnb’s first UX writing internship. I worked on a high visibility flow called “Home Highlights” on the host’s listing page.

  • I personalized the user journey so that every guest can confidently choose a stay for their needs. I did this by strategizing how user generated content could be more meaningful and relevant to the guest journey.

  • I learned design programming by taking online classes and by attending Figma workshops led at Airbnb.

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Education

Pacific Union College
Bachelor’s in Marketing Communication
2014-2018
GPA: 3.8