The samples below show how I approach business problems that involve unclear processes, inconsistent execution, missing knowledge, or support that is not working as well as it should: start with what people need to understand, decide, or do, and then look at what may be getting in the way.

That could be a process that is difficult to follow, knowledge that has not been clearly captured, a decision employees need to practice, documentation that is hard to use, or information that is not yet useful in the flow of work.

From there, I determine what needs to be clarified, documented, taught, reinforced, or redesigned — and what should remain available for reference. The solution may be an SOP, onboarding resource, course, scenario, video, job aid, workflow guide, communication tool, or a focused combination of materials.

Across the examples, you will see learning strategy, performance consulting, process and documentation work, instructional design, writing, visual development, eLearning production, and performance support carried through into finished work.

The format changes because the problem changes. The focus stays the same: make the work clearer, more usable, and easier to carry forward.