faqs & documentation
Creating and redesigning product guidance and change management communications for a new platform.
ROLE
Content Designer
Writer / Technical Writer
Video Production
User interface elements were created by Esri’s Creative Lab.
SOLUTION
Created a customized change management communications plan and product documents for adopting a new (product) platform change.
Created 48+ product FAQs at launch, establishing a content style guide for FAQs.
RESULTS
Click images to expand for writing examples.
Change Management Communications (user facing)
*Please note: this is a capture post-platform change so desired styling elements have shifted.
*Please note: this is a capture post-platform change so desired styling elements have shifted.
Product FAQs - created 48+ product faqs for the user community
Internal Communications change management Model
INTERNAL COMMUNICATIONS MODEL
Video and Graphic Stills
OUTCOMES
Consistent positive qualitative feedback regarding the clarity, conciseness, and customized content from users, product managers, CX, support, and education (knowledge) teams.
"Your team has become a great example for change management at Esri." – Internal Stakeholder
"The change management activities for the migration significantly influenced the conversations and created buzz and excitement for the new community platform." – Internal Stakeholder
Senior leadership across departments demonstrated a positive reception to the change and supported efforts to raise awareness with staff.
Direct message sent to me: “I have to say I was excited to see how the change management structure was infused into the work you did with the Esri Community. It was clear, purposeful, and actionable for the users. Job well done!” - Change Management Lead at Esri
Consulted Product Managers at Esri who had an interest in the change management communications model.
Award-winning element for 2021 Khoros Kudos Awards.