Process Documentation
Content creation | Product merchandising | Sales > onboarding | SOPs
Content Creation
Utrip
problem
Creating content meant writing, editing, and adding photos and metadata (including hours, tags, algorithm scores, location, and more)—so things were complex.
solution
A robust set of documents that covered style, how different algorithms worked, information sources, and the best way to put it all together.
Result
These documents not only helped double the size of the content team, they were also useful in training a team of remote writers who were critical in content scaling (10x).
Who I worked with
Data scientist and other content team members
What I’d change
Make the documentation more concise and user-friendly and work with a designer to make some infographics.
Product Merchandising
Holland America Line
problem
There’s a lot that goes into a cruise line’s homepage. You needed to weigh marketing, promotions, and sales goals while also creating documents that developers could use for deployment—but there was no documented way showing how the pieces fit together.
solution
A document that showed the relationships between all parts of the process, where certain documents live, and how it all comes together.
Result
Not only was this document a useful high-level view of my position, it also helped serve as an internal source of truth for the job.
Who I worked with
Solo project; See homepage merchandising for a list of folks I worked with during the actual process.
What I’d change
I’d update the layout to be more clear, and I think each section could use a bit more explanation—especially since this eventually functioned as a training document.
Sales to Onboarding Handoff
Shepherd
problem
We needed to document the process of passing off a new customer to the account management team—followed by all the steps the practice (not to mention the 5 other organizations) would need to go through to ensure a successful launch.
solution
Working with an agency, account managers, the VP of Sales, and other stakeholders, we created a flowchart that accounted for all major customer milestones, as well as different onboarding variables.
Result
This document would go on to inform everything from SOPs for sales and onboarding to pain points in data ingestion.
Who I worked with
Agency, sales, account management
What I’d change
I’d make this a bit more modular—especially considering the whole process was reworked a few months later.
Standard Operating Procedures
Shepherd
Problem
The existing SOPs were 3+ years old—and a bit unwieldy.
Solution
A recreated collection of SOPs, individually linked from a table of contents and covering every area of the business.
Result
More robust, concise, and clear documentation into the day-to-day processes of how Shepherd functions.
Who I worked with
CEO, marketing (agency and in-house), sales, customer success/account management, product, development