Product Writing & Conversation Design Projects
These projects are built around a simple belief: the right words, in the right order, make complex things feel easy.
I'm a conversation designer and product writer who has spent years writing the copy that powers Lowe's voice experiences, from self-service flows to Agentic AI.
Some of these projects show consumer-facing copy and content strategy, while others show what happens when writing meets AI systems design. All of them started with listening to what people actually needed and figuring out how to say it clearly.
“As a designer, Katie is methodical and thorough. She thinks through every edge case and makes sure nothing falls through the cracks. Her command of language and dedication to maintaining a consistent persona across conversational products is something I truly admired.”
— Kayla Orozco, Senior AI Product Designer · Lowe's
From Instructions to Insights: Building an AI Testing System
Agentic AI · Prompt Writing · Process Lead
Wrote the instruction files that taught an AI agent how to behave like a real customer, then built a playbook that gave the whole team a framework for using it.
Making Lowe's Product Info Instantly Available and Trustworthy
Conversation Design · Product Writing · Self Service Flows
Crafted the consumer copy and content strategy for a Lowe's voice feature that helped customers check product availability without waiting on hold.
Writing the Words That Got Customers Off Hold
Conversation Design · Product Writing · Content Strategy
Led the call-flow design that guided callers to the right self-serve lead form or specialist, reducing hold time and increasing qualified leads.
Making the Complex Clear: A Scheduling Flow That Got Smarter Over Time
Conversation Design · Product Writing · Analytics
Wrote a scheduling flow, diagnosed why it failed, presented the case for change, and rewrote it — success rate doubled.