Contents

• About i
• Google 1–2
• ↳ View Case Studies
• Capital One 3
• ↳ View Case Studies
• JCPenney 4
• AI & Core Competencies 5
• Tools 6
• Education 7

Chris Trotter

Senior UX Content Strategist with 10+ years of experience leading content design for global products in highly regulated industries.

Expert at bridging the gap between complex technical requirements and intuitive user experiences. Proven track record of establishing scalable content systems and driving product strategy at Google.

Now providing specialized 1099 consultancy for high-growth firms and enterprise networks.

Based in San Francisco, where he lives with his golden retriever, Champ.

Google

Senior UX Content Designer — 2017 to 2026

• Google Wallet
  • Sole and lead content designer for the 2022 re-launch of Google Wallet.
  • Owned the end-to-end user journey— from initial onboarding through to complex payment and identity management.
  • Defined content direction and chose every word to ensure a simple, trustworthy experience in a highly regulated domain.
  • Proactively shaped product decisions and information architecture to align with business growth goals and ensure user trust.
  • Translated technical and legal complexities into human-centered digital experiences that drove adoption and conversion across global markets.
• GPay App
  • Acted as a key strategic partner within the GPay product team, owning and creating the content strategy for high-impact payment features.
  • Worked from discovery through launch to shape product flows and information architecture, ensuring complex financial transactions felt simple and trustworthy.
  • Utilized data and A/B testing to identify friction points and proactively proposed content-led product improvements that directly increased user trust and conversion rates.

Google

continued

• GPay India
  • Led the end-to-end content experience for the GPay India merchant app, taking a deeply proactive and autonomous approach to product design.
  • Conducted immersive user research on-site in India to deeply understand the unique cultural nuances and pain points of merchant users.
  • Translated insights into a human-centered companion app, defining the communication framework and product naming to drive merchant engagement and adoption in a fast-moving, competitive market.
• Payments with Google Assistant
  • Owned the end-to-end conversation strategy and design for the "Pay with the Assistant" feature across voice and UI platforms.
  • Collaborated closely with Engineering and Legal teams to navigate complex regulatory requirements of voice-activated payments while maintaining a clear, human-centered experience.
  • Influenced the strategic direction of the feature to ensure scalability and user-centricity, moving beyond simple script-writing to define the core interaction model.

Capital One

UX Content Design Strategist — June 2015 to May 2017

• Led end-to-end UX writing and content strategy across multiple digital platforms, optimizing user flows and cross-channel customer experiences.
• Leveraged user research and journey mapping to pinpoint friction, designing iterative, multi-touchpoint solutions that streamlined the customer experience.
• Co-created comprehensive content workbooks (conversation structures, interface copy, and navigation frameworks) in tight collaboration with Product and Design.
• Partnered with cross-functional stakeholders — including Legal, Risk, Brand, and PR — to align complex compliance requirements with user-centric design principles.
• Translated dense financial verbiage into intuitive, human language, significantly improving comprehension for home and auto finance customers.

JCPenney

UX Content Strategist & Copywriter — Feb 2014 to Jan 2015

• Spearheaded the digital content strategy to modernize the brand's digital presence, replacing legacy technical tone with an engaging, consumer-centric voice.
• Designed and developed "Penny," a distinct AI/digital assistant persona with a friendly, conversational voice aligned with overarching marketing initiatives.
• Authored and evangelized the enterprise digital style guide, ensuring absolute voice continuity across desktop, mobile web, and native applications.
• Drove the content architecture for the redesigned JCPenney App, including app store optimization (ASO) strategy and launch marketing copy.
• Overhauled system error messaging and dense legal terms & conditions into clear, accessible language, substantially improving UX clarity.
• Collaborated with CX testing teams to execute A/B testing frameworks, utilizing data-driven insights to continuously iterate on copy performance.

AI & Core Competencies

• Generative AI Strategy: Defining the human-centric voice of AI interfaces. Expert at designing "trust flows" that explain automated decision-making and LLM outputs with clarity.
• AI Literacy & Evaluation: Judging AI-generated output against clear standards for accuracy, tone, and safety — not just writing prompts, but knowing what "good" looks like.
• Prompt & Context Engineering: Building custom prompt libraries and pattern repositories to automate content audits, scale nomenclature consistency, and accelerate localized product strings.
• Trust & Ethics in AI: Navigating the regulatory maze of automated identity verification and fraud detection — ensuring AI feels safe and human.
• Accessibility (WCAG): Designing inclusive content and flows that meet accessibility standards for all users.
• Information Architecture: Structuring content and navigation so complex products feel simple and findable.
• Strategic Product Partner: Operating like a "business owner" — leveraging AI and data to shape roadmaps, improve conversion, and reduce friction.

Tools

• Design & Systems: Figma (Expert), FigJam, shared component libraries. Builds content design systems that allow teams to scale 10:1.
• AI & Automation: ChatGPT, Gemini, Claude (Prompt Engineering), Jasper, Notion AI for content auditing and workflow optimization.
• Strategy & Documentation: Scrivener, Miro (journey mapping), Notion, CMS Management.
• Analytics & Testing: Google Analytics, Amplitude, A/B testing platforms (e.g., Optimizely).
• Localization: Phrase, Lokalise, and other translation management systems for global content.
• Accessibility: WCAG audit tools and accessibility checkers for inclusive content design.
• Workflow: Jira, Asana for cross-functional project management.

Education

University of Arizona

Eller College of Management

Double Major: Business Management & Marketing · Psychology
2006 – 2009

Southern Methodist University

Dallas, TX

Certificate, Technical Writing
2015