As a Learning Experience Designer (LXD) at UKG, I spent over six years transforming complex information into clear, user-centric learning experiences, with a focus on Human Capital Management (HCM) software documentation. I thrived on promoting accessibility, supporting my team, and crafting engaging content.
Technical Writing & Instructional Design
I created a variety of instructional materials and technical documentation for several products to support learning needs. I collaborated with Subject Matter Experts (SMEs) to review and revise this documentation, while applying DITA and structured authoring methodologies. As the content owner for several products and a member of the LXD team, I leveraged Content Management System (CMS) functionality to create reusable content that could effectively exist in the learning content ecosystem.
Documentation: I wrote many forms of technical documentation, including job aids, guides, FAQs, resource pages, online help, and toolkits, using authoring tools such as Oxygen Web Author, Google Docs, and Word.
Release Notes: I also wrote release notes and what's new documentation, using Jira to track product updates, collect information, collaborate with product teams, and publish documentation. These release notes often required quick analysis, in-depth collaboration, and agile workflows to meet deadlines.
eLearning Development: I created Articulate Rise courses for various internal training needs, such as an initiative to improve implementation.
Instructional Design: I created instructional materials, such as video scripts, screenshots, demos, and slide decks, using various tools such as SnagIt, PowerPoint, Google Slides, and Visme.
Content Management & CMS Training
I managed the end-to-end learning content needs for several software products, using our CMS and other tools to maintain and publish essential deliverables. I proactively found opportunities to streamline processes and consolidate deliverables to provide a better experience for stakeholders and customers.
Content Management: While acting as the content owner for the mobile app product, I observed that the product's rapid growth and expansion required an update to the existing strategy. I proposed and implemented an improved process, acting as a single point of contact for Subject Matter Experts (SMEs) and streamlining the content development process. This improved process gave SMEs a better experience and reduced the workload for my teammates.
Content Strategy: I developed and executed a strategy when multiple mobile apps were integrated after a company merger. This product integration included working with new teammates to understand existing functionality; discuss communication and publication schedules with product, marketing, and communications teams; assist the product team in drafting directed customer communications, knowing that there would be unpopular changes; and constantly monitoring releases and product changes.
CMS Contractor Training: I played an instrumental role in the successful rebranding of UKG's extensive content library of over 1,500 deliverables. After a company merger, all documentation needed to be rebranded with new names, which included updating and republishing hundreds of documents. I not only managed the rebranding of my own assigned product areas, but I took on rebranding work for products across the organization to support my teammates. Because of the massive scope of the rebranding project, we employed external contractors to assist with the workload. I developed and delivered training for the contractors, explaining how to successfully navigate a complex and temperamental CMS. After I delivered the training, I served as a go-to resource for the contractor team, providing support, troubleshooting issues, and ensuring consistency across all rebranded content.
CMS Guide: I was part of a volunteer team of LXDs that developed, created, and maintained a new guide for the team's CMS. We created a user-centric guide, focusing on practical tasks, clear information about DITA and structured authoring, and troubleshooting instructions. We took an iterative approach to developing the Ingeniux Guide, gathering feedback from our peers to make sure we covered all the necessary information and updating the guide as needed. Once we had a full, viable version, we created a schedule to periodically review feedback and make updates. This new guide successfully empowered our peers to self-serve and do their own troubleshooting, resulting in a better work experience and greater comfort with the tool. This increased confidence also reduced the amount of support the Learning Technology needed to provide, freeing them up for more impactful work. This was one of my most rewarding projects, because I was able to see the positive impact it had throughout the team.
Release Support
As the content owner for software products with ongoing releases for updates, enhancements, and new features, I consistently delivered customer and employee-facing content, working with a variety of schedules (weekly, monthly, biannually, continuous). I was responsible for writing and updating product documentation, such as release notes, online help, pages, job aids, and checklists.
Release Readiness: I actively participated in all phases of release readiness, including attending Go/No-Go meetings and engaging in communication release planning. I created project plans and contributed to project management efforts in order to communicate status updates and engage stakeholders for information and reviews.
SME Collaboration: I collaborated closely with SMEs and stakeholders across the organization, including developers, product managers, business analysts, project managers, marketing teams, customer success teams, and sales teams. I worked with SMEs and stakeholders to understand release impacts, ensure content accuracy, and identify knowledge gaps.
Webinar Readiness: I was heavily involved in the development and creation of webinar slide decks, used in the most significant live events facilitated by the team, including major release webinars that occurred twice a year and were attended by hundreds of internal and external participants. For these webinars, I created slide decks, worked with SMEs, prepared presenters, contributed to webinar enablement, and conducted accessibility reviews.
Webinar Enablement & Accessibility Reviews
Beyond my main responsibility of creating webinar slides for releases, I was involved in several projects with the goal of improving the webinar development process and provide a better user experience.
Webinar Accessibility Reviews: In order to support the Senior Editor and provide a more streamlined experience, I took on the responsibility of accessibility reviews for major release webinars. I meticulously reviewed and edited slides created by LXDs, ensuring the slides met the standards for voice, tone, terminology, grammar, font size, color contrast, alt text usage, image quality, slide layout, and other accessibility and consistency concerns. This process required me to work quickly (usually with very tight timelines), accurately (catching any issues or inconsistencies), and empathetically (keeping in mind the opinions of my peers, whose work I was editing). I also had to use my own judgement to decide what changes to make and when to defer to the original writer, consequently requiring me to be comfortable with taking accountability for my choices.
Webinar Review Process Improvement: After I took on the Accessibility Reviews, I decided to improve the review process. I took the initiative to develop and implement a new collaborative approach by facilitating peer review workshops, giving LXDs the opportunity to review the slides together. These workshops empowered writers with direct input, significantly increased their understanding of changes, and reduced errors. This shift not only improved content quality and accessibility but also fostered team camaraderie and streamlined the overall slide deck development process. I continuously iterated on this process, collecting feedback to ensure ongoing improvement.
Webinar Enablement: I contributed to a critical webinar enablement initiative focused on preparing LXDs for developing high-quality, accessible webinar slides. I participated in the inaugural LXD webinar enablement session, providing demos, delivering training, and sharing resources. Because of my expertise conducting accessibility reviews, I covered essential topics such as capturing and formatting screenshots using SnagIt, running accessibility reviews in PowerPoint, and writing effective alt text for images.
Webinar Retrospectives: I was a participant in major release webinar retrospectives to improve the webinar development process for LXDs. Along with program managers and teammates, I reviewed and analyzed feedback from LXDs to determine common themes and identify actionable improvements. This led to significant improvements, such as updates to slide deck templates and adding dedicated peer review time.
Editing & Writing Standards
Because of my background with English grammar and composition, I was involved in many editing and standards projects to support the Senior Editor and contribute to the adherence of organization-wide standards.
Standards Governance Board: I served as the representative for the LXD Content Writer Team on the cross-functional Standards Governance Board. In this role, I actively contributed to updating and maintaining the company's Writing Style Guide and Standards site, focusing on enhancing usability, promoting inclusive language, and ensuring adherence to writing, graphics, accessibility, and legal standards across the organization.
Writing Style Guide Updates: I assisted with the critical reassessment of company standards following a merger, to ensure alignment across teams. This required many sessions of going through the Writing Style Guide to note and discuss differences between the two legacy organizations. These conversations required empathy, patience, and a willingness to listen. Eventually, we were able to create a new version of the Writing Style Guide that met the needs of all employees and maintained consistency.
Editing Support: I served as a back-up to the Senior Editor, reviewing, editing, and proofreading content from other Learning Experience Designers and employees across the organization to improve overall content quality. I enhanced clarity, consistency, and the look and feel of organizational deliverables, including key materials for Learning, Sales, and Marketing teams, offering thoughtful feedback and impactful suggestions. I often took on requests with short timeframes, and my thoroughness and commitment to quality were frequently recognized and appreciated by colleagues for making a significant difference in the final output.
Edit & Review Squad Lead: To support a large-scale organizational initiative, I led the Edit & Review Squad. I designed and launched a robust review request process using Smartsheet, including the creation of request forms, dashboards, and a notification system. This comprehensive system enabled the members of the Edit & Review Squad to efficiently review over 140 deliverables (including guides, job aids, courses, VILTs, and webinars), ensuring adherence to writing and accessibility standards. As the squad lead, I also developed and delivered training for the squad and the content creators, providing documentation, templates, and checklists. I served as a crucial liaison, establishing Service Level Agreements (SLAs) for turnaround times and fostering alignment on feedback within the squad. I regularly facilitated meetings to discuss common themes, resolve roadblocks, and maintain consistent quality. I earned the confidence and trust of the squad by providing ongoing support, demonstrating compassion and care, and ensuring we met established SLAs. This project established the Learning, Community, and Adoption (LCA) team as a center of excellence for content quality and accessibility. My dedication and leadership were widely recognized, earning me the LCA Team Quarterly Platinum Award (July 2023).
As a volunteer for Best Friends, I transformed in-person training content into accessible Articulate Rise eLearning courses. These courses expanded learning opportunities for employees, and I leveraged my knowledge of adult learning to create engaging materials.
Research: I expanded existing content by conducting research on topics such as accountability, generational differences, time management, and meetings
Collaboration: I collaborated with members of the organization to understand the unique needs of employees at a non-profit animal welfare organization
eLearning Design & Development: I transformed in-person learning content into Articulate Rise courses to offer additional learning options to employees.
As a Course Development Specialist at Ameritrain, I developed comprehensive educational content for both online and live classroom settings and expanded the company's digital presence through social media.
Content Creation: I created a full suite of course materials, including textbooks, exams, and instructors' guides using Adobe Suite and Microsoft Office tools. I was also responsible for researching complex mortgage laws and effectively adapting legal information into accessible and practical content.
Social Media Management: I maintained, launched, and updated the company's social media presence across platforms such as Facebook, Twitter, LinkedIn, and WordPress.
As an English educator, I have have taught at both the community college and university level, experiences that inform my writing, instructional design, and editing work, enabling me to design engaging curricula, foster engaging learning environments, and provide actionable feedback.
As an Adjunct English Professor at Georgia Military College, I designed and delivered course materials, managed classrooms, adapted the curriculum, and provided feedback to students.
Curriculum & Course Design: I designed and delivered course materials for English Composition and Literature classes, including syllabi, course calendars, reference materials, assignments, assessments, instructions, and presentations. I curated and customized materials to prepare students for drafting, outlining, researching, writing, and revising college-level essays.
Instruction: I cultivated a dynamic, supportive, and productive learning atmosphere for diverse student populations, strategically using a mix of lecture, group discussion, in-class assignments, and student presentations to create an engaging and informative experience.
As an English Instructor at Georgia State University, I created a dynamic and supportive learning environment for a diverse classroom of students, curating and delivering English Composition course materials and providing engaging assignments.
Student-Centered Learning: I remained flexible, adapting course curriculum to meet evolving student needs. I successfully modified course pacing and objectives to focus on foundational writing skills, better preparing students for future academic success and building their confidence.
Support & Feedback: I was recognized by my students for providing clear, valuable, and actionable feedback aimed at improving writing and critical thinking skills. I prioritized student growth by ensuring availability and providing individualized support to help them succeed.
While attending graduate school at Georgia State University, I was involved in several academic research projects., giving me a strong foundation in writing, public speaking, content organization, and research.
My thesis, Uncovering Trahlyta: Examining Textual Manifestations of Dahlonega's Cherokee Indian Princess, involved an interdisciplinary academic exploration of a local folk story. This project aimed to document and analyze the chronology of various versions of the Trahlyta story, which exists in formats ranging from a Georgia Historical Marker, songs, plays, novels, oral traditions, and blog posts.
Academic Research: This project required me to conduct in-depth academic research, finding and analyzing sources from as far back as the 1800s. Because I was using the lens of Native Southern studies, I also read academic work to contextualize how these stories are created, what they reveal about stereotypes and societal attitudes.
Interviews & Folkloristic Field Work: I also conducted in-person interviews with Dahlonega residents, listening for their perspectives and asking questions to gain deeper insight.
Cultural Analysis: My methodology incorporated Native Southern studies, focusing on representation, authenticity, and appropriation, alongside folkloristic perspectives to understand how the story exposed the values and attitudes of the community. I used all the information I gathered to try and accurately capture the complex and diverse history of Georgia, highlight forgotten and erased voices, and create an equitable narrative.
At the 2016 African Literature Association Conference, I led a panel titled "Folklore in African Literature as a Tool in the Defense of Human Dignity and Justice."
Development & Management: I developed the panel’s thematic focus and outlined the panel’s purpose, creating and publishing a call for papers to attract other presenters to participate. I managed abstract submissions and coordinated with presenters to ensure they could share their work.
Presentation & Public Speaking: During the panel, I presented my own paper, “A Toad Does Not Run in the Daytime for Nothing: The Significance of the Interplay of Gender and Orality in Things Fall Apart.”
Facilitation: I facilitated the panel, supporting presenters and managing discussion.
As a Graduate Research Assistant for author-in-residence Sindiwe Magona at Georgia State University, I conducted academic research and provided digital administrative support.
Academic Research: My main responsibility was conducting research, reviewing sources about South African martial law and compiling significant information. This information assisted her in developing her newest novel, ensuring accurate representations of topics she was covering.
Digital & Administrative Support: I also provided digital and administrative support, creating a bibliography of her work, helping launch her website, gaining her access to her social media accounts, and transcribing interviews. This work enhanced her digital presence, documenting and providing more readily available information about her contributions.
As a Graduate Research Assistant for the Office of Institutional Effectiveness at Georgia State University, I developed a new website for the university.
Planning & Development: My responsibilities included planning, gathering information, proofreading content, outlining site structure, and determining the website's look and feel.
Basic Website Design: I taught myself how to use WordPress and HTML to build the website, researching and implementing online accessibility standards to ensure the new website was inclusive.