Key Projects
Here you will find a few of the key projects I've built, including work on help centers, with digital adoption, videos, live webinars, and interactive courses.
For additional work samples, please see the Work Samples drop-down.
The New Marin Software Help Center
Help center creation & migration
Worked with stakeholders across the company to build a brand new, customized help center experience to replace a help center that was out of date, stale, and in need of cleanup. To do this, I:
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Selected a vendor that fit within limited budget;
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Worked with a designer to customize a template that would fit within brand guidelines;
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Worked with the vendor to build customizations based on current help center needs;
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Worked with engineering and developers to build and test SSO, update DNS, and complete any other necessary technical steps needed ahead of launch;
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Worked with Salesforce admin and support team to ensure the help center allowed customers to submit support tickets and connect with existing support experience;
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Worked with vendor to migrate 2,200 articles;
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Performed a content audit to ensure content was up-to-date and accurate.
Marin Live
Live webinar-based training series
Built, designed, delivered, and distributed a 4-part webinar-based training program to scale customer training. This program ran for several years across hundreds of live webinars and thousands of on-demand video views. It was translated into multiple languages and eventually scaled to save the Customer Success team more than 12,000 training hours -- hours that were previously one-on-one (one customer, one Customer Engagement Manager).
Below you can watch the first training in the series. Please note that the training provided in this session is no longer accurate, from a UI perspective, and should not be used for instructional purposes. Because the video was pulled from a live webinar, the sound quality may be reflective of the live session.
WalkMe UI Test
Thinking outside the box with a Digital Adoption Platform (DAP)
Our customer intelligence team came to me with a problem: We changed where users were landing when they log in, which caused adoption of a feature to drop. With limited resources on our product and engineering teams, we decided to use WalkMe to power a test.
Partnering with our customer intelligence team, we selected three testing locations and split our user base into three cohorts. I designed three buttons in WalkMe and worked to make them look native to our tool (matching fonts, colors, sizes, locations, etc.), then assigned each cohort to one of the testing locations. The buttons route users to the feature where it lives, so they're not missing any of those important recommendations. Lastly, we enabled the test and let it run for about a month.
Users had a clear preference toward one of the three locations and the new location is solving the problem effectively -- it's driving users to the feature that was being overlooked. The results weren't what we expected them to be, which proved the UI test was valuable -- without testing, our guess would have been wrong.
Unified Help Experience
Unified the help experience across help center, digital adoption, video, text, and more.
The help experience was fractured across multiple locations. Customers could reach for help in our help center, in our in-app menu (powered by WalkMe, a Digital Adoption Platform), using YouTube videos, or by reaching our support team. There was not one streamlined experience.
After the unified help experience was implemented, customers could simply open in the in-app menu, search for a topic, and find results across a wide array of sources. They could access help center articles, in-app guided tours, or they could reach our support team -- all from a single location.
Bidding Video Guides
Created a 10-part video training series with guided instruction experience
Using micro-learning concepts, I broke out the bidding training provided in the Marin Live bidding session into 10 smaller videos, each under 10 minutes long. I used Articulate Rise to structure these concepts into a course and guide users through the material, adding skill checks to reinforce concepts and a quiz to aid with retention.
This allowed users to take a deep-dive into a complicated topic, learning both the basics as well as some higher-level concepts. By the end of the series, users were confident to use the tools available to drive optimization within their Marin accounts.