Role & Responsibilities

I designed a two-part performance-support package consisting of a detailed standard operating procedure and a concise visual job aid.

I translated technical processes into plain-language instructions, organized the workflow into numbered steps, captured and labeled screenshots, and created a consistent navigation and troubleshooting structure.

I also reviewed the materials for clarity, usability, and accessibility so employees and service-desk staff could use the resources confidently during the transition.

The Challenge

Employees were accustomed to signing in through the web and joining meetings through their browsers.

Without a standardized process, login failures, multifactor-authentication confusion, and “where do I click?” support requests increased. The service desk, while knowledgeable about the technology, did not have a trusted, consistent guide for coaching users.

The Solution

I produced a standard operating procedure with purpose, scope, responsibilities, and a numbered process for downloading, installing, and signing in to the desktop application with multifactor authentication.

I also created a one-page quick guide with screenshot-driven steps, short captions, and a clear fallback process for restarting the application or contacting support.

Both resources use plain language, consistent labels, and screen-accurate visuals to reduce ambiguity and help employees complete the process independently.