Support workflow case studyOn-site
Sail Snapper
A CX workflow project focused on clearer screenshot capture, annotation, sharing, documentation, and adoption support.
CX operationsTool documentationWorkflow supportAdoption
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Work archiveTools · lessons · guides · media
The supporting evidence.
Smaller artifacts that show the range behind the main case studies: troubleshooting lessons, adoption tools, workflow guides, training media, and practical documentation.
Animated learning videoOpens media
Oh, the Places Ye’ll Go… with Pirate Ship!
A playful branded explainer built with original parody writing, visual sequencing, AI-assisted narration, and generated background music.
Multimedia learningScriptwritingAI-assisted productionBrand voice
Watch video
Interactive troubleshooting lessonOn-site
Cookies & Cache
A guided lesson explaining browser storage, incognito testing, and how to test a theory before recommending a disruptive reset.
Technical writingTroubleshootingInstructional designDecision support
Start lesson
Interactive systems lessonOn-site
Tracking Email Verification
A scenario-based lesson covering domain ownership, SPF, DKIM, DMARC, delivery symptoms, and the boundary between support and domain administration.
Email systemsTechnical communicationLearning designSupport enablement
Start lesson
Tool adoption videoOpens media
Notion Training
A concise training video designed to make a workplace knowledge tool feel clearer, more approachable, and easier to use.
Tool adoptionLearning designKnowledge systemsVideo production
Watch video
Operational process videoOpens media
Rippling Expense Management
A short visual walkthrough that turns an expense-management workflow into a clear, repeatable process.
Process trainingOperationsInstructional videoWorkflow clarity
Watch video
Support wellness guideOpens media
Emotional Regulation Guide
A practical self-care and performance guide for support specialists navigating heavy queue days and emotional overload.
Employee supportEmotional regulationLearning designQueue resilience
Open guide
Interactive diagnostic lessonOn-site
Outdated Browser Troubleshooting
A guided diagnostic path for browser, system-time, update, and network-related login failures, with safety rails and clear support boundaries.
Technical supportBrowser troubleshootingDecision supportScope boundaries
Start diagnostic
Interactive teaching moduleOn-site
Navigating Solution Resistance
A teaching-and-practice module for validating frustration, clarifying the path, holding compassionate boundaries, and closing the loop.
De-escalationBoundary settingSupport coachingPolicy communication
Start module
One-page workflow guideOpens media
How to Translate a Webpage
A compact visual guide showing teammates how to translate customer-facing webpages in Chrome and create more inclusive support screenshots.
Inclusive supportWorkflow designVisual instructionChrome
Open guide
Interactive teaching moduleOn-site
Navigating Spicy Users
A teaching-and-practice module for staying grounded, leading the tone, setting behavioral boundaries, escalating appropriately, and recovering afterward.
De-escalationSupport wellnessCommunicationEscalation judgment
Start module
Useful work does not need to be enormous. Sometimes the right guide, lesson, or tiny tool removes exactly the friction people keep tripping over.