Portfolio
Liliana
Lopez-Diaz
Content design leader with 17+ years building knowledge systems and user experiences for B2B SaaS. Shaped the AI content strategy at SmartVault — including the workpaper powering SmartRequestAI used by millions of accountants, and the full transition to an AI support agent on Ada. Fluent in UX writing, conversational design, information architecture, and AI-assisted workflows.
Cypress, TX · Open to remote
[email protected]
linkedin.com/in/lilianalopezdiaz
Bilingual: English & Spanish
CX Content Architect · UX Writer · AI Content Strategist
Core skills
AI agent content & training
UX writing & microcopy
Conversational design
Knowledge management
Content strategy
Information architecture
Taxonomy & metadata
Content audits & gap analysis
Instructional design
Cross-functional leadership
Figma · Ada · Zendesk · MadCap · Jira · Confluence
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
Replace a rigid rules-based chatbot with an intelligent AI support agent on Ada — quickly, without disrupting customer support coverage.
What I did
Led all content work for the transition: restructured knowledge base content for AI consumption, defined the agent's tone and voice, designed conversation flows, trained the agent on SmartVault's product knowledge, and conducted QA across hundreds of customer scenarios before launch.
Impact
Weeks
to full launch
Fewer
escalations to humans
Faster
resolution times
Lower
support ticket volume
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
SmartVault's sign-in and onboarding flow was visually outdated, inconsistent with the evolving brand identity, and generated friction for new users — leading to unnecessary support contacts around login issues.
What I did
Redesigned the entire authentication and onboarding flow from the ground up — covering the sign-in page, forgot password, reset password, and onboarding screens. Rewrote all microcopy for clarity and accessibility, and modernized the visual layout to align with SmartVault's updated brand direction. Collaborated with developers to implement the new designs.
Impact
Reduced
login support tickets
Clearer
accessibility & copy
On-brand
modernized identity
Praised
by users & team
Before
After
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
50%
faster onboarding
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
2025 – Present
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."
