My
Thoughts
Technical writing isn’t just about clarity. It’s about care.
The best documentation recognizes what users are feeling before they click. It anticipates confusion, frustration, and urgency, and provides clear, dependable support when it’s needed most.
Great docs don’t just solve problems. They build trust.
As content scales, so does the complexity. Content Management Systems help, but only when supported by clear structure, consistent labeling, and thoughtful version control.
That’s where technical writers come in. We design intuitive content architecture, apply meaningful metadata, and make search actually work.
The goal is simple: help users quickly find what they need, and keep things running smoothly behind the scenes.
Information Architecture
The image shows the centralized, user-friendly “front door” to the IT department, known as the Global Service Desk. Designed to streamline support, it includes:
Custom icons for quick access to software, hardware, policies, and procedures
Interactive tools like the “Ask pITbot” chatbot and Glean search integration
Built-in search for fast access to specific content
Icons for connecting with different IT teams
Its intuitive design and visuals reduce friction and make it easier for users to get the help they need.
Global Service Desk
When multiple contributors are involved in maintaining a company's wiki, it's essential to prioritize searchability.
The format of this document demonstrates methods that enhance searchability, not only through the internal search function but also for an integrated chatbot.
The following document serves as an illustration of an Atlassian Confluence article, and features:
Labeled sections for quick scanning
Highlighted notes to capture the user's attention
Clear step-by-step instructions
Information on next steps for further understanding and assistance.
Click to Enlarge →
Internal
Documentation
Additional
Projects
Landing Pages
Designed Confluence landing pages for technical and non-technical audiences that cut the clutter and allowed employees at Cruise to actually find what they need, fast.
Click the images to Enlarge ↓
Documents
From onboarding guides to team standards, these documents turn complexity into clarity.
Each piece blends structure, precision, and plain language to help users find what they need, and get things done, without friction.
Click the images to view the PDF ↓
