Designing conversations that work
I turn complex systems into clear, usable conversational experiences.
“Katie is a rare talent who can bridge the gap between complex AI architecture and a seamless customer experience.”
— Bobby Nair, Sr. Manager, Software Engineering · Lowe's
“Her mind is like a steel trap: she absorbs information instantly, connects dots others miss, and consistently turns insights into action.”
— Melanie Wells, Product Manager · Lowe's
How I work
I'm highly organized, thorough about edge cases, and proactive with communication. I design with the user's context in mind, and I'm methodical about quality, consistency, and follow-through.
How I improve products
I troubleshoot quickly, find root causes, and propose practical next steps.
How I collaborate
I guide teams with empathy and clear rationale, and I help align work to outcomes.
Agentic AI · Prompt Writing · Process Lead
Writing the Playbook for AI Testing
When your AI agent starts misbehaving, you start by looking at the instructions. I wrote the prompt architecture, persona definitions, and voice guidelines that powered an automated testing system for Lowe's IVA.
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Conversation Design · Product Writing · Self Service Flows
Clear by Design: Product Availability
How do you make a robot feel trustworthy? You write it like a human. I crafted the copy and content strategy for a Lowe's voice feature that helped customers check product availability without waiting on hold.
Read case study →Conversation Design · Product Writing · Content Strategy
One Question at a Time
Consumer copywriting for a voice experience that guided customers through a complex installation process, one plain-language question at a time.
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Conversation Design · Product Writing · Analytics
One Field. One Fix. 2x Results.
The scheduling flow worked. The problem was one required field that most vendors didn't have on hand. I analyzed the call data, made the case for change, and rewrote the flow — success rate doubled.
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