Hey there, I’m Gillian…

I believe good products start with good questions.

For most of my career, I've worked as a content designer.

On paper, that meant designing onboarding experiences, subscription products, and AI-powered customer journeys for companies like Intuit, Shopify, BILL, and Experian.

In practice, it meant figuring out why customers were stuck, where businesses were making assumptions, and how teams could turn complexity into something people actually wanted to use.

The work was never really about words. It was about strategy.

Over the years, I've worked at the intersection of content, product, and customer experience—using research, experimentation, systems thinking, and collaboration to bring clarity to complex problems.

The longer I've worked in product, the more interested I've become in the decisions behind the interface: the tradeoffs, priorities, and frameworks that shape customer experiences long before a single screen gets designed.

These days, I'm especially drawn to the questions that sit upstream:

What problem are we solving? Why does it matter? How do we know we're right?

The best teams I've worked with weren't organized around disciplines.

They were organized around curiosity.

And that's usually where the interesting stuff happens.