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EMILY POPPER
TECHNICAL DOCUMENTATION | CONTENT STRATEGY
KNOWLEDGE MANAGEMENT | LEARNING & ENABLEMENT

Welcome!

Thank you for your interest in my portfolio. I hope you'll take a moment to meet me via video as I explain what Learning Media Designers do.

I've chosen project examples in four categories to demonstrate how a creative approach to content strategy, including video, technical writing, and learning design, can result in business solutions that are effective and fun.

Muse Inteview 2021

Project Example - Employee Soft Skills

The Ask

Help first-time managers understand how to conduct interviews in a way that will appeal to the strongest candidates.

The Strategy

Cartoons, careful writing and concrete examples of open and closed questions and how to ask them.

The Result

40% reduction in time-to-hire.

Conducting Interviews

Project Example - Customer and Revenue Enablement

The Ask

Bridge the gap between our Revenue and Product teams by helping camera-shy developers showcase new Salesforce capabilities, simplify complex concepts, and spark customer curiosity.

The Strategy

Pair developers with a "host," break down complex ideas, repeat them and use simple, non-technical language.

The Result

Rave reviews and contract renewals from our clients.

Understanding Cornerstone for Salesforce

Project Example - Software Adoption

The Ask

Persuade a team of consultants who hate change to embrace a new time-tracking software as a tool for adoption and efficiency.

The Strategy

Pair humor with creative narration and visuals. Children's voiceovers help to make the system feel easy to learn.

The Result

96% adoption at rollout and no pushback.

CornerTrak

Learning Management System (LMS) Example

The Ask

Drive client activation by providing a centralized knowledge platform for customer education and training. Reduce support tickets and average resolution time by equipping support teams with easily referenced content. Ensure both customers and internal teams remain informed of product updates and new features.

The Strategy

Design and deliver a knowledge site with a clean, brand-aligned UI, thoughtful content and an intuitive information architecture, making content easy to find and simple to understand.

The Result

Increased customer satisfaction and product adoption. Reduced support tickets and resolution times. Faster, more effective support responses.

Click the images below to visit the live site

API Documentation Example

The Ask

Update a 15 year old unmanaged developer site, plagued with duplicate information, broken links, and an impossible to navigate UI. Improve inconsistent English and tone caused by years of neglect and contributions from non-native speakers. Do it all in a 6 month time-frame.

The Strategy

Start by eliminating deadlinks and duplicate pages. Update the information architecture. Partner with SME's and Stakeholders over dozens of interviews, targeting bad examples and inaccurate information. Apply new writing standards, and improved code examples.

The Result

Support tickets reduced by 25%, reduced custom code requests, improved SEO.

Click the images below to visit the live site

Customer-Facing Wiki Redesign

The Ask
Redesign a difficult-to-navigate customer Wiki serving over 300,000 users. Reduce support tickets by improving self-service content and knowledge discoverability.

The Strategy

Audit and reorganize content to eliminate duplication and outdated information.
Redesign information architecture for clarity and logical navigation.
Standardize writing tone and technical documentation patterns.
Partner with Support and Engineering to ensure accuracy and alignment with product updates.
Create reusable templates to improve scalability and governance.

The Result

Reduced support tickets 20% across 300,000 users. Delivered a scalable knowledge foundation and integrated tools supporting global users.

Certification Framework Development

The Ask

Develop a customer-facing certification framework to support ongoing learning and deepen product adoption across global accounts. Create a scalable structure that mobilized customers around best practices and reinforced consistent product usage.

The Strategy

Design a framework aligned with real product workflows and business use cases.
Structure modular learning pathways inside the LMS to support progressive mastery.
Partner cross-functionally to ensure technical accuracy and consistency.
Develop launch communications and ongoing engagement touchpoints to reinforce adoption and sustain momentum.
Align certification content with documentation updates to create a cohesive learning ecosystem.

The Result

98% completion rate across first cohort.

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