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 incoming calls on the rollout without missing a beat.
This knowledge article was a part of a larger project where an undergraduate capstone presentation was moved to an online format. Students needed to upload their 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.