Hey, I'm Heather.

I work at the intersection of customer support, technical writing, and systems thinking, translating complex software into experiences people can understand, navigate, and trust. I've spent over a decade as a support engineer and documentation lead, shaping support experiences at Apple, Uber, and a growing SaaS team.

I'm also the founder of Bananote, a tool for capturing, processing, and transforming spoken information into structured, actionable knowledge. It's designed for how humans actually think: nonlinear, associative, and often mid-chaos. In a world chasing full automation, I'm more interested in tools that extend human capability and preserve agency.

I've built a series of projects exploring memory, sensemaking, and cognitive infrastructure: tools for archiving, reflection, and recall. The driving question is, how can we design software that honors the shape of human thought?

I'm currently working toward a Masters in Human Factors Engineering, and that lens shapes everything I build: where breakdowns happen, what gets overlooked, and how to design with human complexity in mind.

Get in touch via email.