Work
Case studies
Business Analysis
Designing an End-to-End Customer Migration Runbook for a SaaS Platform Upgrade
Designed a standardized migration runbook and operating process for the Training Team, defining discovery, requirements capture, cross-functional handoffs, workflow validation, and customer adoption activities throughout the upgrade lifecycle.
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Building a Scalable Onboarding & Adoption Model for Enterprise Product Launches
Developed a more scalable, persona-based onboarding approach that reduced dependence on high-touch, one-size-fits-all live training for a complex enterprise launch.
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Building a Governance System for Knowledge at Scale
Designed and implemented an ownership and review framework for a Confluence knowledge base that had grown organically, past the point where anyone could find or trust a page with confidence.
View case studyProduct QA
QA Testing an Internal AI Assistant
Used domain expertise to test an internal AI assistant's answers against real operational knowledge, flagging accuracy risks before they reached end users.
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