Developer Guide
With Visa, I created the Online Bank Transfer guide for merchants. To do this, I utilized DITA in Oxygen XML Editor to ensure a structured, modular, and comprehensive documentation process. The guide aims to assist merchants in seamlessly integrating Online Bank Transfer services for their customers. The guide includes step-by-step workflows and provides API documentation for two different processor options, enabling merchants to choose the best fit for their needs. Through this meticulous documentation, the guide empowers merchants to deliver a smooth and efficient payment experience for their customers.
By using DITA, the guide benefits from seamless content reuse, consistency, and scalability, making updates and maintenance efficient.
Work Instructions
Provided is a sample of one of the Work Instruction documents I wrote for the Clinical Trials Management System team that supports Fred Hutchinson Cancer Center, University of Washington, and Seattle Children's Hospital. A small part of a large Learning Management System, this is an introductory workflow for users to follow when uploading clinical documentation to their tracking service.
AI Art Course Curriculum
Working as a freelance eLearning developer, I was tasked with creating a course curriculum, including training content, copy editing, and final project guidelines.
The goal of this project was to create comprehensive training documentation aimed at integrating Artificial Intelligence (AI) into the artistic process. The resulting curriculum serves as the foundation for an engaging eLearning course, empowering individuals in the creative industry to harness the potential of AI tools for artistic expression.
SOP
The Amazon Support Ops MEDIC team required a full restructure of their Standard Operating Procedures and training program. This team is responsible for auditing work submitted by warehouse and corporate associates.
The first step was to survey the team's customers. Feedback from associates indicated that the main concern was MEDIC's unpredictable auditing practices that did not align with training material. An average of 40% of the surveyed associates expressed that the erratic feedback stopped them from reading their communications altogether.
After some training and gathering of current team documentation, I rewrote their SOP to provide exact, step-by-step guidance and restructured the information for accessibility.
QA Introduction Doc
When responsible for auditing the quality of team members' work and providing feedback, it is imperative to create a foundation of trust and set clear expectations. For each team, I wrote an associate-facing document to be paired with the SOP, outlining the goals, tools, and processes for the Quality Assurance team. Not only does this allow for alignment of expectations for associates, it also creates a standardization for the Quality Assurance team members to adhere to.