Project Summary: 

 

Next, I reviewed an archived company knowledge base article that showed customer-facing employees how to perform a tuberculosis result document review that HCPs must submit before using the company's service. I identified and documented the changes I would make to improve it. You can find that document at this link: Reynolds Article Review. I went a step further and recreated the knowledge base article demonstrating the changes that I recommended. To view my revised article, click the document on the top left side of this section.

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Simplifying the look and language of the article were two of the key changes. The

original article (shown to the right) has two columns scrunched together with irrelevant

borders and big blocks of complicated text. This makes the document overwhelming

and confusing to the reader. They won't know where to start or what the key points of

the article are. In my version of the article, the information is in one column, spaced

out so as not to overwhelm, and only has borders around tables.

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Another major issue I addressed was the lack of instructions on how to review the

tests. The original article dictates tips and things to remember, which doesn't provide

insight into how to go about reviewing the tests. In my version of the article, I added a

short, 2-sentence overview of when to use the article and the impact it has on the organization. I identified that there are facilities that follow a different process and directed them to a separate article so if they are looking for information on those, they don't waste time reading the current one. And lastly, I organized the information in a simple, step-by-step process with specific instructions. I did this so that any specialist, regardless of tenure at the organization, could follow the instructions with limited difficulty. 

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Lastly, I removed information that was irrelevant to the bare bones process. Instead, I referenced and added clickable links that would bring the specialist to more detailed information about that topic. Linking to that information elsewhere keeps the article streamlined and easy to follow. 

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Demonstrated Skills: 

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Creativity | Design-Thinking | User Experience Principles | Exceed Expectations |

Plain Language Concepts | Logical Thinking |Research | Analysis | Written Communication |

Problem-Solving | Critical Thinking | Attention to Detail | Empathy