The brief

An internal engineering database is only as useful as people's ability to actually use it. The knowledge existed; a clear, shared guide that anyone could follow didn't.

What I did

• Wrote a practical guide that turned system know-how into step-by-step workflows.
• Worked directly with senior leadership on the project, from what it needed to cover through to sign-off.
• Structured it so people could find what they needed and get on with it. It was distributed across the North American teams.

The interesting part

Good documentation is mostly empathy: writing for the person who's stuck at 4pm, not for the person who already knows how it works.