As call center agents transitioned from a desk phone to a new cloud phone system, I mined existing documentation, performed a task analysis, and collaborated with system SMEs and instructional designers to create this quick reference. It helped agents answer thousands of calls on the rollout without missing a beat.
A tech startup launched its new web application to help construction professionals simplify their reporting. They needed a user guide. Since many of their customers were more familiar with pen and paper reporting, we structured the guide with “quick wins” at the start, helping customers create a simple report in just a few clicks. We built up to more complex tasks as users gained confidence and began to see the app’s potential to help their business. After publishing the guide, my client saw an immediate reduction in help requests and received positive feedback from customers who began to rely on the app to streamline their work.
This knowledge article was a part of a larger project where an undergraduate capstone course moved to an online format. Students needed to upload their final recorded presentations to a public forum where their classmates, instructors, and the university community could see their work. I met with the lead faculty to understand what students needed to do to succeed, and created the supporting documents to help students with the technical steps along the way.
Visiting presenters struggled to use smart room equipment and the need for documentation became clear. Observation and analysis of common tasks showed the pain points; this guide was part of the solution. The help desk saw an 80% reduction in support calls for this room after this documentation was introduced, and presenters could feel more confident.
Before writing this content, I embarked with subject matter experts on a full instructional design process. The result was a training packet for middle school learners in the 4H program. Upon completion, the students became certified citizen scientists in a state-wide water protection program.