# Jonathan Bosworth > Writer, designer, and content strategist — building systems and experiences that drive clarity, adoption, and measurable impact. Jonathan Bosworth is a Senior Staff Content Designer with 6+ years at Credit Karma serving 20M+ monthly members. He specializes in content systems, information architecture, conversational design, and AI-assisted content operations. He is also a journalist, podcaster, filmmaker, civic organizer, and activist. Contact: weathercat@gmail.com Website: https://jonathanbosworth.com --- ## About Writer and Designer building scalable systems for complex financial ecosystems. I design content architectures, messaging frameworks, and product systems that drive measurable impact at scale. With 6+ years at Credit Karma supporting 20M+ monthly members, I specialize in transforming complex financial products into clear, actionable experiences. **My approach:** Define success metrics upfront → Build scalable content systems → Align cross-functional teams → Ship with velocity → Measure impact. I thrive on simplifying complexity, taking ownership of ambiguous problems, and obsessing over outcomes that matter to users and the business. I excel at systems thinking — creating information architecture, message frameworks, and content operations that scale across products, surfaces, and teams. ### Selected highlights - Supported product experiences serving 20M+ monthly members across Credit Karma's financial ecosystem - Drove +30% feature adoption through IA simplification and content system redesign - Built content design system with 200+ documented components, reducing time-to-ship by 30-40% - Launched COVID relief center reaching 5M+ members in first month during pandemic crisis - Led cross-functional initiatives spanning PM, Design, Research, Eng, Legal, and Data Science teams - Shipped systems-level work: message architecture, IA frameworks, and content operations at scale --- ## Resume / Experience ### Senior Staff Content Designer — Credit Karma (2022–2024) - Led content design for product redesign, driving 30% increase in feature adoption - Created scalable content systems and taxonomies for money experiences - Partnered with PM, Design, Research, Engineering, Legal, and Data Science teams ### Senior Content Designer — Credit Karma (2018–2022) - Designed COVID relief resource center reaching millions of users - Built content architecture for automotive marketplace feature - Established content design patterns and best practices ### UX Writer — Randrr (2016–2018) - Crafted product copy for mobile and web experiences - Collaborated with design and product teams to establish voice guidelines - Improved user engagement through clear, action-oriented microcopy ### Content Strategist — Adecco (2014–2016) - Developed content strategies for digital platforms and marketing initiatives - Created style guides and editorial standards for consistent brand voice - Managed content workflows across multiple stakeholder teams ### Skills Product Design, Product Strategy, Content Strategy, Information Architecture, UX Writing, Content Systems, Taxonomy Design, User Research, Cross-functional Leadership, AI-assisted Content Ops, Conversational Design --- ## How I Work (Process) ### Workshops & Stakeholder Alignment Facilitate cross-functional sessions to align on goals, surface constraints, and build shared understanding. ### Research & Discovery Conduct user interviews, heuristic audits, and competitive analysis to uncover pain points and opportunities. ### Taxonomy & Information Architecture Design scalable content structures that align with mental models and business objectives. ### Content Modeling Create reusable patterns and systems that enable teams to ship consistent, quality content at scale. ### AI-Assisted Content Operations Leverage LLM tools for content generation, quality checks, and personalization scaffolding. ### Measurement & Iteration Define success metrics, instrument tracking, and use data to continuously refine content experiences. --- ## Software / Content Design Portfolio ### Credit Karma Product Redesign **Metrics:** +30% feature adoption · -25% support tickets · 2x ship velocity **Challenge.** Credit Karma's core product had grown complex; members struggled to find the next best action. **What I did:** Conducted heuristic audits and log analysis that exposed drop-offs in 2 critical flows. Member interviews clarified language gaps, particularly ambiguity around terms like "available to spend." Created a content model and taxonomy aligning money features with member goals. Standardized patterns for titles, action labels, error states, and progressive disclosure. Developed content guidelines that scaled across 30+ product surfaces. Consolidated duplicative paths and introduced clear "next step" rails throughout the experience. **Impact:** +30% adoption of targeted features within 90 days of launch. -25% reduction in support tickets related to navigation and feature discovery. 2x faster ship velocity across product teams using standardized content patterns. URL: https://jonathanbosworth.com/software/credit-karma-product-redesign --- ### Content Design System & Voice Guidelines **Metrics:** 200+ components documented · -50% handoff time · 85% team adoption **Challenge.** Product teams shipped inconsistent content patterns across 30+ features, creating fragmented member experiences and slowing development velocity. **What I did:** Audited 30+ product surfaces to identify inconsistent patterns in buttons, headers, error messages, and empty states. Built comprehensive component library with 200+ documented patterns. Created voice and tone guidelines with practical examples for different contexts (urgent, informational, encouraging). Ran workshops with product teams to demonstrate system usage and value. Built Figma integration so designers could access approved copy patterns directly in mockups. **Impact:** 200+ components documented with usage guidelines and code examples. 50% reduction in design-to-development handoff time. 85% adoption rate across product teams within 6 months. URL: https://jonathanbosworth.com/software/content-design-system --- ### COVID Relief Roadmap **Metrics:** 5M+ members reached · +3% engagement · 2-week launch **Challenge.** COVID-19 pandemic created urgent need for members to access relief programs like stimulus checks, unemployment benefits, and payment deferrals — but information was scattered and confusing. **What I did:** Researched federal, state, and local relief programs across stimulus payments, unemployment, loan forbearance, and utility assistance. Created IA organizing programs by member need. Designed plain-language explanations of complex government programs. Created step-by-step guides for applying to programs. Built FAQ addressing member concerns about scams, timeline expectations, and tax implications. Coordinated with Policy team to track evolving legislation and update content in real-time. **Impact:** 5M+ members reached in the first month of launch. +3% engagement increase as members returned to check for new relief programs. 2-week turnaround from concept to production launch. Featured in press coverage as trusted financial resource during pandemic. URL: https://jonathanbosworth.com/software/covid-relief-roadmap --- ### Karma Drive Usage-Based Insurance **Metrics:** 16M+ members engaged · 39 states launched · +12% quote requests **Challenge.** Usage-based insurance is complex — members needed to understand driving score factors, data privacy, and potential savings without committing to a policy purchase upfront. **What I did:** Researched usage-based insurance concepts. Conducted surveys to understand member concerns about data privacy, fairness of scoring, and whether savings were real. Created plain-language explanations of driving score factors: speed management, safe driving hours, vehicle handling, and focused driving. Designed progressive disclosure for data privacy. Wrote educational content explaining how to improve driving scores, giving members agency over outcomes. **Impact:** 16M+ members synced vehicles with Credit Karma to explore insurance savings. 39 states launched with Progressive partnership. +12% increase in auto insurance quote requests from engaged members. URL: https://jonathanbosworth.com/software/karma-drive --- ### Penny Conversational AI **Metrics:** +10% member satisfaction · 300K+ conversations · 4.5/5 helpfulness rating **Challenge.** Many members lack formal financial education and feel intimidated by credit scores. Traditional static content couldn't adapt to individual knowledge levels or provide emotional support. **What I did:** Integrated Credit Karma's acquisition of Penny, a personal finance chatbot. Launched MVP in 3 weeks (hard inquiry notifications) to validate conversational approach. Designed adaptive conversations that adjust to member knowledge level and go deeper when members ask. Built memory system allowing Penny to remember member goals (buying a house) and tailor advice across sessions. Created real-time feedback collection and question understanding system. **Impact:** +10% increase in member satisfaction scores. 300K+ conversations helping members understand credit and finances. 4.5/5 helpfulness rating from members. URL: https://jonathanbosworth.com/software/penny-conversational-ai --- ## Blog / Case Studies ### Re-designing Credit Karma's Most Used Surface How AI-powered personalization increased revenue by 11% and engagement by 3%. Millions of users trusted Credit Karma with their financial information, but when they came to the product they could only find credit scores and credit cards. They couldn't find the tools and features designed to help them make financial progress. I led product design and content strategy to improve discoverability and engagement using AI to personalize user experiences. Using credit report data, we generated highly personalized "Stories" — modular cards designed to help members discover specific ways they could make financial progress. Story types: Data Monitoring Story (show users where they stand and what they can do), Recommendation Story (eligibility triangulation, personalized data claims), Signal Story (direct questions to determine intent), Feature Discovery (broader opportunities). Outcomes: +11% revenue per user, +3% engagement, $3.9M incremental revenue in Q2 alone, 112.2M returning users reached. URL: https://jonathanbosworth.com/blog/credit-karma-front-door-redesign --- ### Credit Karma Money Redesign Increasing feature adoption by 30% through intuitive banking UX. Credit Karma Money offered powerful banking features, but members struggled to discover and use them. Features like Spend Account, Save Account, and automated savings tools were buried in complex navigation. I led content design and information architecture, reorganizing around member outcomes rather than banking products. Created progressive education content to help members understand automated banking features. Outcomes: +30% increase in feature adoption, -20% reduction in support contacts. URL: https://jonathanbosworth.com/blog/ck-money-redesign --- ### Push Notifications Content Strategy Reducing support calls through transparent, contextual messaging. Developed comprehensive push notification content strategy and guidelines. Created classification system for notification types (transactional, informational, promotional). Built notification templates with clear context and next steps. Outcomes: -25% reduction in support contacts, +15% higher engagement rate on valuable notifications. URL: https://jonathanbosworth.com/blog/push-notifications-strategy --- ### Debit Dashboard Empowering users with card control and security. Credit Karma Money debit card users needed easy access to security controls like card locking, transaction limits, and fraud alerts. I designed a unified dashboard surfacing all security controls in one place with clear labels and progressive disclosure for advanced settings. Outcomes: +40% increase in security feature usage, -30% reduction in fraud-related support contacts. URL: https://jonathanbosworth.com/blog/debit-dashboard --- ### Penny: A Financial Coaching Chatbot (Blog) How conversational UI design helped members get financial answers in a private, shame-free environment. Many Credit Karma members lack formal financial education and feel intimidated by credit scores. I designed adaptive, empathetic conversational experiences that adjust to member knowledge level, using personalized examples and building memory of member goals. Outcomes: +10% increase in member satisfaction, 300K+ conversations, 4.5/5 helpfulness rating. URL: https://jonathanbosworth.com/blog/penny-chatbot --- ### Lock Language A content design system to clarify account security states and improve support efficacy. Credit Karma's account security features used inconsistent language across products — "locked," "frozen," "disabled," "restricted," and "suspended" all meant different things in different contexts. I developed a taxonomy of security states with clear, distinct terminology and created content patterns for each state. Outcomes: -35% reduction in support contacts about account security status, 200+ components updated with standardized security language. URL: https://jonathanbosworth.com/blog/lock-language --- ### Content Design System (Blog) How I built a scalable content foundation for Credit Karma's 30+ product surfaces. URL: https://jonathanbosworth.com/blog/content-design-system --- ### Process Design Streamlining content workflows through systematic design. URL: https://jonathanbosworth.com/blog/process-design --- ### Dispute Automation Using content design to reduce friction in credit dispute flows. URL: https://jonathanbosworth.com/blog/dispute-automation --- ### Facilitation Leading cross-functional workshops to build alignment and drive decisions. URL: https://jonathanbosworth.com/blog/facilitation --- ## Writing & Storytelling Portfolio ### What I've written Fictional stories, novels, screenplays, essays, newspaper articles, marketing campaigns, chatbot conversations, advertisements, digital publications, and software. Thousands of stories across dozens of channels and mediums. Always driven by the American ideal of freedom and justice for all. ### Why I write Storyteller bias is a human superpower. I write to bring new ideas forward and help people think about old things in a new way. I always want to tell the truth — sometimes through fiction, sometimes through reporting, always through intimate, emotional experiences. ### How I write With thorough research, about the audience and the subject matter, to convey ideas and how they affect people and progress. I deploy cognitive behavioral strategies to make emotional connections to subject matter for the reader that empowers them to take action. ### Selected Writing **Save the Story** — St. Augustine Transfer Company Blog and website narrative for a historic venue — civic voice, brand, and community storytelling. URL: https://staugustinetransfer.co/blog/save-the-story-saint-augustine-transfer-company Tags: Brand, Civic **Floridation Podcast** — Floridation Multi-channel publication, podcast, and social strategy exploring Florida culture and identity. URL: https://floridation.substack.com/ Tags: Journalism, Civic **Features Not Flaws** — Young Buck Coffee Brand copywriting that reframes product characteristics as intentional identity signals. URL: https://youngbuckcoffee.com/blogs/about-the-buck/why-our-coffee-looks-a-little-different Tags: Brand **Feast of Flowers** — Folio Weekly A feature where I interview artist Jim Draper about an exhibition at the Cummer Museum. URL: https://folioweekly.com/2012/01/03/3153/ Tags: Journalism **Interview with Bruce Hannah** — Medium In conversation with the legendary industrial designer on craft, process, and legacy. URL: https://medium.com/@jon.bosworth/interview-with-legendary-designer-bruce-hannah-c288966267b5 Tags: Journalism **AI Can't Replace You** — AuthIntel (Substack) An essay on why human storytelling instinct remains irreplaceable in an age of generative AI. URL: https://open.substack.com/pub/authintel/p/dont-worry-ai-cant-human?r=6g5bl&utm_medium=ios Tags: AI **The Jim Draper Interview** — The Floridation Papers (Substack) Long-form interview with Florida artist Jim Draper on painting, place, and the search for meaning. URL: https://floridation.substack.com/p/the-jim-draper-interview Tags: Journalism, Civic **Groundswell** — Groundswell Stories Content infrastructure and editorial strategy for an independent storytelling platform. URL: https://groundswellstories.com/ Tags: Content Systems **Penny and AI Interactions** — Software Design Conversational design and chatbot content for Credit Karma's AI financial coaching product. URL: https://jonathanbosworth.com/software/penny-conversational-ai Tags: AI, Content Systems **Relief Roadmap** — Software Design Editorial system and product narrative for COVID-19 financial relief guidance at scale. URL: https://jonathanbosworth.com/software/covid-relief-roadmap Tags: Content Systems **Stories Project** — Software Design Personalization, content system, and CMS architecture for Credit Karma's front door redesign. URL: https://jonathanbosworth.com/software/credit-karma-product-redesign Tags: Content Systems, AI **Jax Placemaking Pitch** — Presentation Using AI and experience design to rapid prototype a concept for the city of Jacksonville. URL: https://docs.google.com/presentation/d/1miGk7LDiTgwDSVaKXsFkgvK7Er2G2KdKN5HoYlThoqA/edit?usp=sharing Tags: Civic --- ## Site Map - Homepage: https://jonathanbosworth.com/ - Software Portfolio: https://jonathanbosworth.com/software - Writing Portfolio: https://jonathanbosworth.com/writing - About: https://jonathanbosworth.com/about - Process: https://jonathanbosworth.com/process - Resume: https://jonathanbosworth.com/resume - Blog: https://jonathanbosworth.com/blog