Hannah Barrett

About Hannah Barrett

I’m a Senior UX Content Designer, UX Writer, and Conversation Designer specializing in voice, AI, and human-centered digital experiences.I design intuitive, emotionally intelligent interactions that help people navigate complex systems with confidence - whether they’re talking to a virtual assistant, resolving a problem, or making a decision under pressure.My background spans voice interface design, enterprise platforms, and AI-powered chat experiences. I bring together storytelling, systems thinking, and behavioral design to create products that feel simple, supportive, and human - even at global scale.At Amazon, I lead UX writing and conversation design across customer service and driver support platforms, shaping language systems used by millions of customers, delivery drivers, and associates worldwide. My work focuses on reducing cognitive load in high-stress scenarios and enabling clear, confident decision-making through thoughtful, well-designed language.I’m passionate about the future of conversational interfaces, responsible AI, and the role of language in shaping trust between people and technology.I speak at design conferences, lead UX writing and AI workshops, and host an AI & UX design book club. I’m passionate about sharing knowledge, building community, and helping designers navigate the future of AI-powered experiences.

Experience

1. Senior Ux Content Designer - Amazon Customer Service

   Amazon

   Jan 2024 — Present · Seattle, WA, US

   I own UX writing, conversation design, and content strategy across enterprise tools, self-service experiences, and AI-powered support — shaping how millions of customers, delivery drivers, and customer service associates resolve real-world problems every day.This role sits at the intersection of enterprise UX, AI, and operational design - translating complex, high-stakes workflows into clear, human, and low-cognitive-load experiences at global scale.Ownership:I lead UX writing and conversation design across Amazon’s customer service ecosystem, including- Enterprise tools used by customer service associates worldwide- Driver support experiences across self-service and chat- AI-powered support and intent-driven guidance- High-volume operational workflows across shipping, delivery, and concessions- Language systems, interaction patterns, and content standards that power these experiences - ensuring consistency, clarity, and quality across human and AI-assisted support.Impact- Led global redesigns of driver support and self-service experiences- Reduced customer and driver contact through improved self-service clarity- Improved resolution and efficiency across high-volume support workflows- Established scalable language systems used across multiple platforms- Shaped Amazon’s approach to AI-assisted UX writing and content governance.Expertise- UX writing and conversation design for global support systems- AI-powered chat and intent-based guidance experience design- Enterprise UX workflows used in high-pressure operational environments- Design systems and content standards- Language governance, terminology systems, and reusable content patterns- UX language quality audits and large-scale content improvements- AI-assisted UX writing tools and LLM writing standards and evaluation- Human-centred AI- Accessibility and inclusive design.

Education

• Cambridge Marketing College

  CIPR Diploma

  2009

• University of Leicester

  English Literature

  2004 — 2007

• The PR Academy

  CIPR Advanced Certificate

  2008

Skills

• Newsletters
• Strategic Planning
• Crisis Management
• Advertising
• Public Affairs
• Publicity
• Stakeholder Engagement
• Strategic Communications
• Communications Planning
• Business Development
• Digital Marketing
• Event Management
• Crisis Communications
• Social Media
• Corporate Social Responsibility
• Copywriting
• Press Releases
• Digital Media
• Public Relations
• Internal Communications
• Media Relations
• Business Strategy
• Corporate Communications
• Marketing Strategy
• Public Speaking
• Marketing Communications
• Reputation Management
• Social Media Marketing
• Marketing