Portfolio

Liliana
Lopez-Diaz

Making complex SaaS products easier to use.

Through UX writing, content strategy, AI-powered experiences, and knowledge systems, I help organizations transform complex workflows into intuitive customer experiences that increase adoption, improve self-service, and reduce customer effort.

For more than 17 years, I've partnered with enterprise SaaS companies to simplify complex products through content design, information architecture, conversational AI, and scalable knowledge systems.

Most recently at SmartVault, I designed the content architecture behind SmartRequestAI and helped lead the transition to Ada's AI-powered support experience — creating content that empowered both customers and AI to deliver better outcomes. I'm now seeking senior roles in UX writing, content strategy, and AI experience design.

View my work

Cypress, TX · Open to remote [email protected] linkedin.com/in/lilianalopezdiaz Bilingual: English & Spanish

How I think

Designing Trust in AI

AI doesn't earn trust through intelligence alone. It earns trust through the experience surrounding it.

That's why I think about content differently.

I design the systems that help people confidently work with AI — from information architecture and conversational design to knowledge architecture and enterprise workflows. Structure isn't invisible infrastructure — it's what determines whether an AI system returns the right answer, and whether people trust it once it does.

Every project in this portfolio explores that idea from a different angle: designing AI workpapers, shaping conversational support, and building knowledge systems that improve both human understanding and AI performance.

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This perspective informs every project in this portfolio.

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Core skills

Content engineering AI content & knowledge architecture Structured content systems Conversational & AI experience design UX writing & microcopy Content strategy & governance Information architecture Taxonomy & metadata design Content modeling Content audits & gap analysis Cross-functional leadership Contentful · Figma · Ada · Zendesk · MadCap · Jira ChatGPT · Claude · Agile/Scrum · ADDIE

Selected work

Challenge

A brand-new AI feature needed its flagship output — the workpaper delivered to accountants after the AI scanned prior-year tax returns and collected client documents. No template existed. I was handed a raw Excel file of data fields.

What I did

Defined the content architecture inside the same structured file engineering used to build the product — content and logic in one source of truth. Designed the information architecture, wrote all UX copy, and shaped the workpaper output — the PDF that became the product's primary deliverable and the developer blueprint's definitive reference.

Impact

Launched

to all customers

Millions

of accountants reached

Praised

company-wide by leadership

SmartRequestAI Tax Preparation Workpaper — output design, information architecture, and UX copy by Liliana Lopez-Diaz

View full case study →

Challenge

SmartVault migrated from a scripted rules-based chatbot to Ada’s AI-powered support agent, needing a content workstream to make the transition successful without disrupting customer support coverage.

What I did

Led the content workstream for the migration — generating content, refining voice and tone guidelines, QA-ing customer scenarios, coaching the agent on inaccurate responses, and maintaining knowledge base health in Zendesk so the agent could retrieve accurate answers. Closed knowledge gaps identified through agent performance, and coordinated with Engineering on the production launch.

Impact

Weeks

to full launch

Fewer

escalations to humans

Faster

resolution times

Lower

support ticket volume

Challenge

SmartVault launched a browser extension allowing accountants to attach, view, and manage documents directly within QuickBooks Online. A complex multi-platform integration needed to feel simple and guided for non-technical accounting professionals across installation, setup, and daily use.

What I did

Owned the complete content experience end to end — writing browser store listings for Chrome Web Store and MS Edge, redesigning the installation onboarding flow to reduce steps and friction, writing the two-step QBO setup wizard, crafting success and error states, and collaborating with the UX designer on all document management toolbar copy.

Impact

screens designed & written

browser platforms

Fewer

steps, less friction

Installation onboarding — redesigned flow with numbered steps

Extension setup — clear status & 3-step connection guide

Setup wizard Step 1 of 2 — company name & folder creation

Setup wizard Step 2 of 2 — document storage selection

Setup complete — success confirmation with storage path

Upload dialog — minimal friction document attachment

Challenge

Guest users struggled to navigate SmartVault's portal and complete basic tasks like uploading documents, generating a high volume of support tickets.

What I did

Rewrote all microcopy for clarity, created step-by-step guides with visuals, and led a UX redesign of the portal's navigation and user flow in collaboration with the development team.

Impact

30%

fewer support tickets

25%

higher guest satisfaction

Before

After

Challenge

Documentation for 10 enterprise procurement products was scattered across a dysfunctional SharePoint site — PDFs users had to download, no consistent structure, no shared platform for internal teams or customers.

What I did

Designed and launched WooWiki — Hubwoo's unified Confluence intranet — architecting the information structure, navigation, and page templates for a platform serving both internal teams and customers across 10 products and 4 languages. Managed a distributed documentation team and a monthly localization pipeline across EN, ES, DE, and FR.

Impact

products documented

languages managed

UI languages

View full case study →

Challenge

Powerful features in HighRadius's Receivables Suite were underutilized, limiting customer engagement and ROI on the platform.

What I did

Identified adoption barriers through user research, built a feature-based documentation strategy, created tutorials and value-metric frameworks. Also redesigned internal onboarding guides to cut new employee ramp time in half.

Impact

20%

feature adoption increase

30%

fewer support tickets

Fintech

domain expertise

What colleagues say

"Liliana is very talented in all facets of documentation. She consistently takes complex, disorganized ideas and creates beautiful, functional documents and resources that restore order. She always has innovative ways to engineer a process so it can be as intuitive as possible for end users, and often finds a way to simplify the original idea without stripping it of anything essential. Her eye for design is always fresh yet consistent with our brand."

Melissa Greene · Senior Technical Support Manager, HighRadius

"The changes to the guest portal were a game changer for our users. We saw immediate improvements in ticket deflection and customer satisfaction. The clear, step-by-step guides and improved content flow made a huge difference."

Product Manager, SmartVault

"Liliana took on this project as a passive conversation. This shows her grit and team play — she is not only willing to do great work outside of her scope, she actually looks for projects to expand her reach."

Ellie Franz · Employee Experience Partner, HighRadius

Experience

CX Content Management Architect

SmartVault Corporation

Jan 2025 – Mar 2026

Technical Content Strategist

SmartVault Corporation

2020 – 2025

Senior Digital Adoption Content Developer

HighRadius

2019 – 2020

Documentation & Training Lead

HighRadius

2015 – 2019

Documentation Manager & Engineer

Hubwoo — A Perfect Commerce Company

2009 – 2015

Instructional Designer

CEMEX & Virtual Intelligence Providers

2006 – 2009

"I design content that connects, engages, and elevates the user journey."

LilianaLopez-Diaz

Designing Trust in AI

Selected work

What colleagues say

Experience

Liliana
Lopez-Diaz