A. Jackson Email about a project

Documentation and knowledge systems

Help centers and knowledge bases that cut support tickets and search time.

I design the structure, content and review process behind help centers, knowledge bases, rollout guidance and the instructions AI agents answer from.

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01Domino's

Senior Technical Writer, 2023 to 2024
Launch

A new POS system, NextGen Pulse, was going to 6,000+ franchise stores at once. Operators had no on-site IT and no room for downtime during peak hours.

Outcome
89%
fewer support tickets

Adoption reached 99% across 6,000+ stores, with zero rollbacks and 4.6/5 operator satisfaction.

Method

A ten-stage production pipeline tied to the release calendar.

  1. Role-based in-app guidance inside the POS: modals, hotspots and tooltips
  2. English and Spanish walkthroughs for every role
  3. QA and SME accuracy reviews on every release
  4. A wave-by-wave rollout playbook for each store
  5. Bi-weekly Q&A with operators to fix friction before the next wave
Product
First page of the Domino's POS localization guide

POS localization guide (English/Spanish)

Recreated sample

See the Domino's project

02Google: Search Ads 360

Technical Writer II & Knowledge Architect, 2020 to 2023
Migration

Search Ads 360 was rebuilt for the first time in a decade. 3M+ advertisers had 90 days to move to new names, new navigation and features with no old equivalent.

Outcome
$28M
in operational value from the help center

Negative user feedback fell 25%, with 51 markets served from one source.

I also wrote the Search Ads 360 billing help center: payments profiles, invoices and purchase orders.

Method

A help center built around where advertisers would get stuck.

  1. Mined support logs and analytics for the highest-volume confusion
  2. Layered the architecture: a quick summary, with detailed guidance underneath
  3. Wrote the orientation guide, terminology map and troubleshooting paths
  4. Ran two review rounds per article with engineering, product and UX
  5. Published with the launch from version-controlled staging
Product
First page of the Search Ads 360 orientation guide

Introduction to Search Ads 360 (new experience)

Public sample

See the Search Ads 360 project

03DoorDash

Knowledge Systems Architect (Contract), 2024 to 2025
Problem

On-call engineers took 12 minutes on average to find a runbook during live incidents, four times the 3-minute target. Documentation sat in 25+ repositories with no owners.

Outcome
75%
faster incident retrieval

One governed knowledge system replaced 25+ repositories, saving $180K+ a year and 20+ engineering hours a week.

Method

Audit, architecture, build, validate, govern.

  1. Audited 25+ repositories across six engineering teams
  2. Designed one taxonomy, with a template and a named owner for every content type
  3. Migrated runbooks and rebuilt auth guides, tested in a sandbox
  4. Structured metadata and incident tags for AI-assisted search
  5. Set a 90-day review cadence and a deprecation rule
Product
First page of the DoorDash knowledge infrastructure blueprint

Knowledge infrastructure blueprint

Self-directed sample. The results are from the contract role.

See the DoorDash project

Have a help center or knowledge base that needs work?

Fixed-scope projects or embedded engagements. Tell me what's broken and I'll reply with how I'd approach it.

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