I’m Rachael, and I use words to make tech human. As Senior Content Designer at Zendesk, I bring that word nerdery to chatbot and conversational experiences.

Before that I helped local governments transform their digital customer experience at OpenCities, and brought clarity to the world of accounting software at MYOB. I’ve shared the Content Design love at places like UX Australia, General Assembly, and the This Is HCD podcast.

Throughout my 15-odd years in tech, my aim has always been the same: to use language to help people get their job done, hopefully bringing a little humanity to technology along the way.

Right now I’m especially interested in how we can harness the power of generative AI and bot experiences for good, not evil, and how we can apply the principles of inclusive design and language to design for neurodivergence.

Outside of work, you’ll find me taking 35mm photos, making pottery, reading books and watching films. Oh, and occasionally I write things that have nothing to do with tech.

I’m from Melbourne, Australia, but currently call Dublin, Ireland home.