Selected Work
The projects below highlight my experience designing content systems, improving information architecture, establishing governance standards, and helping organizations communicate complex information more effectively. While technical writing is central to my work, these case studies focus on broader business and user-experience challenges involving content strategy, content operations, information architecture, and documentation leadership.
Case Studies
Creating a Unified Content Experience During the CenturyLink–Level 3 Merger +
Following the merger of Level 3 Communications and CenturyLink, documentation from two organizations needed to be consolidated into a unified customer-facing experience. The challenge involved reconciling different information architectures, content systems, navigation models, branding requirements, and documentation standards.
Key Contributions
- Rebuilt information architecture to mirror the MyLevel3 portal experience.
- Established governance standards and documentation processes.
- Integrated content from multiple documentation ecosystems.
- Created scalable approaches to terminology and branding management.
- Improved consistency across customer-facing content.
Challenge
Level 3 and CenturyLink maintained separate content platforms, documentation standards, templates, navigation models, and customer experiences. Simply importing content would have created confusion for users and increased long-term maintenance complexity.
Approach
I redesigned the help-system architecture around the customer experience rather than organizational ownership boundaries. Documentation was reorganized to align with product workflows, content standards were established, and reusable content techniques were expanded to support future branding and terminology changes.
Results
- Created a cohesive customer-facing documentation experience.
- Improved maintainability through reusable content structures.
- Established governance standards supporting multiple contributors.
- Created a scalable framework for future growth.
- Aligned documentation architecture with user workflows.
Skills Demonstrated
Information Architecture • Content Strategy • Documentation Governance • UX Content • Change Management • Editorial Leadership • Knowledge Management • MadCap Flare
Transforming Structured Content at Pason +
Led a large-scale content modernization initiative involving the restructuring, rewriting, and standardization of approximately 100 support articles.
Focus Areas
- Knowledge Base Modernization
- Structured Content
- Content Governance
- Information Architecture
- Documentation Standards
Full case study coming soon.
Content Operations and Workflow Design at LendingClub +
Combined documentation, workflow analysis, and process improvement to simplify complex business processes and reduce operational overhead.
Focus Areas
- Process Improvement
- Content Operations
- Workflow Design
- Knowledge Management
- Operational Documentation
Full case study coming soon.
Communicating Safety-Critical Information at Collins Aerospace +
Created documentation supporting highly regulated aerospace environments where clarity, accuracy, and compliance were critical.
Focus Areas
- Safety-Critical Documentation
- Compliance
- User-Centered Procedures
- Quality Assurance
- Aerospace Documentation
Full case study coming soon.
Enterprise Documentation and Information Architecture +
Selected projects demonstrating enterprise-scale documentation systems, navigation design, and information architecture improvements.
Focus Areas
- Information Architecture
- Navigation Design
- Content Governance
- Enterprise Documentation
- User Experience
Full case study coming soon.
Featured Deliverables
API Developer Guide
Reference content supporting enterprise integrations and developer workflows.
Style Guide
Authoring conventions, voice, terminology, and governance standards.
Template System
Reusable templates supporting consistency, efficiency, and scale.
Knowledge Base Article
Task-oriented self-service content focused on user success.
Procedure Set
Structured procedures supporting repeatable business processes.
Release Notes
Customer-facing communication of product enhancements and changes.
Information Architecture Diagram
Visual models supporting navigation, content structure, and usability.