Helping customers understand your product.
Product Messaging & Product Education
Hi, I'm Glen.
Products aren't usually confusing because they're complicated. They're confusing because the explanation got lost somewhere between what the product does and what the customer needs to know.
What I Believe In
Simple isn't a style choice. It's what happens when someone finally respects the reader enough to be clear.
Most content problems aren't content problems. They're clarity problems. Context problems. Timing problems. I start there.
Content is evidence of how a company thinks about its customers — and whether it trusts them with the real story.
Bad messaging isn't usually dishonest. It's usually just incurious. That's the thing I can't turn off.
01. Daring to Be Simple
02. Product Clarity
O4. Constant Curiosity
O3. Empathy + Inclusion
About Me
I help customers understand products. That's the whole job, stated plainly, which is rarer than it should be.
Most of my work happens in the space where value should land and doesn't — the onboarding flow that loses people, the feature nobody activates, the moment a customer closes the tab still not sure what they just read.
Not the product. The language around it. The sequence. The gap between what's true and what's understood.
I do this through content strategy, messaging, UX writing, technical writing, onboarding, and customer education — the full stack of getting a complex thing to make sense to someone who didn't build it.
I'm strongest on small, agile teams where I own the strategy and still stay close to the writing itself. Strategy gives direction. Staying close to execution keeps me close to the customer.
Because most content problems aren't content problems. They're clarity problems. Context problems. Timing problems. The "we explained this, so why don't they get it" problem.
If you're building something complicated and need someone to make your customers actually understand it — that's the conversation I want to have.
🍒 The best products still fail if nobody understands them. That's the part I fix.
Expertise
Experience
Product Messaging & Positioning
Lifecycle & Retention
Onboarding & Product Education