Head of Content Community of Practice
Kasie Lenz has a passion for making organizations great. She has worked in organizational development and change management for the last 5 years, focusing on creating new and innovative processes to enable teams to collaborate more effectively and deliver great end to end customer experiences. In her spare time she runs the San Francisco city chapter of Together in Digital, empowering women in tech to live their fullest lives and focus on community over competition. She also runs a small business, helping women feel confident, find financial freedom, and follow their dreams
Session 2 — [PayPal Case Study] Information-Enablement at a Global Scale
In this case study, Lucie Hyde, Kasie Lenz, Kate Thomas, and Paul Pardi share how PayPal, the global leader in online payment operations, is enabling exceptional content experiences for customers. You will hear about the governance model that enables the company to scale operations (spoiler: it is built on trust!) and how PayPal is separating content from code to deliver service-enabling personalization, A/B testing, and localization. Hear too about the challenges of delivering user-centered technical documentation when priorities are ambiguous, and requirements rarely defined. The presenters will take questions from the audience about their project.