Designing
how products
communicate
Sonya Barrett | Content Designer & Strategist
I untangle complex products so they’re clear, simple, and easy to trust.
About Me
Hi, I’m Sonya! I’m a content designer and strategist with over a decade of experience shaping content across product, support, legal, trust & safety, and editorial platforms.
When I’m not working, you’ll find me wandering museums, people-watching at coffee shops, strolling with my dog, or building websites like this one.
📍Los Angeles
🐦 Early bird
🐶 Dog mom
- Microcopy, interface text, error messages, form copy
- Writing that guides users, reduces friction, and supports goals
- Planning and structuring content systems
- Organizing knowledge bases, help centers, and product documentation
- Defining content voice, tone, and guidelines
- Organizing complex content for clarity and discoverability
- Mapping flows, creating taxonomies, and structuring help centers
- Designing help centers, tutorials, onboarding flows, FAQs
- Making support content easy to navigate and understand
- Translating brand voice into product content
- Shaping stories that reinforce clarity and trust
- User research for content decisions
- Analyzing support queries, usage data, or feedback to improve UX
Skills &
Expertise
My Approach
With a dash of curiosity, a sprinkle of empathy, and the steps below, I find the sweet spot between business goals and audience needs, creating content that guides clearly and effectively.
Learn
I get clear on the problem space, including business goals, user needs, and where the experience may be falling short.
Define
I determine what the content needs to accomplish, aligning user needs with business objectives to set a clear direction.
Shape
I design how content shows up in the experience, including what’s said, where it appears, and how it guides users through the journey.
Write
I create clear, concise content and refine it through iteration and feedback.
Featured Work
Below are a few projects where I helped make content clearer, experiences smoother, and users happier.
Boosting Help Center UX Through Full Redesign
content strategy
copywriting
End-to-end help center design, where I turned research insights into brand-consistent content.
181
articles created
34%
ticket reduction
Fixing Support Flows with Strategic Microcopy
form redesign
user flow design
I optimized microcopy to reduce misrouted support and boost clarity.
57%
error
reduction
21%
fewer
repeats
Get in Touch
I’m always happy to explore new opportunities.
Let’s connect!