Portfolio
Liliana
Lopez-Diaz
Content engineer and AI experience strategist with 17+ years turning complex systems into clear, human experiences. I design and architect content systems — structured content models, knowledge frameworks, and AI-powered experiences — that work for both humans and machines. Most recently at SmartVault, I shaped the AI content strategy for SmartRequestAI used by millions of accountants, and led the content workstream for SmartVault’s migration to an AI-powered support agent on Ada. Now open to senior opportunities in content engineering, AI experience design, and knowledge architecture.
Cypress, TX · Open to remote
[email protected]
linkedin.com/in/lilianalopezdiaz
Bilingual: English & Spanish
Content Engineer · AI Experience Strategist · Knowledge Architect
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
Owned the entire content experience: wrote all UX copy for the product interface, defined field labels and category names in accounting language CPAs trust, designed the information architecture, and created the PDF layout used as the developer blueprint. My design became what millions of accountants see every time they click "Generate Workpaper."
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
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
6
screens designed & written
2
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
10
products documented
4
languages managed
14
UI languages
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."
"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."
"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."
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."