Case studies
Processes that were undocumented, then weren't
Each project below follows the same shape: what was breaking, what I documented, and what changed afterwards.
Human Resources
Onboarding SOP that cut day-one access failures to zero
A 40-person services company onboarded new hires over email. Laptops arrived late, SSO accounts were missing on day one, and every hire experienced at least one blocked task in week one.
- 10-section SOP
- Completion checklist
- Troubleshooting table
- Revision history
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Product / QA
QA flow documentation for a mobile app release cycle
A mobile app team ran regression testing from memory and a stale spreadsheet. Bugs were reported without reproduction steps and two releases shipped with regressions that had been caught before.
- 18 test-case flows
- Bug report template
- Sign-off checklist
- Presentation deck
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Back-Office Operations
Refund & dispute handling process for an e-commerce back office
Refund decisions depended on one senior agent. When she was away, response times slipped past 72 hours and approval thresholds were applied inconsistently.
- Decision-tree SOP
- Reply templates
- Daily queue routine
- Evidence checklist
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Knowledge Management
Rebuilding a 60-article knowledge base into a maintainable library
Support articles lived across Google Docs, Slack pins and one agent's notes. Customers were sent conflicting instructions and nobody owned updates.
- Content audit sheet
- Article template
- 25 rewritten articles
- Review calendar
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