Domino's, Senior Technical Writer, 2023 to 2024
Help inside the POS for 6,000+ stores switching systems at once
Domino's rolled out a new point-of-sale system, NextGen Pulse, across its franchise network. Operators had no on-site IT and no room for downtime during a dinner rush. I designed the in-app guidance and documentation they learned it from.
How these figures were measured
The problem
The documentation that existed was scattered across Confluence, organized for corporate IT instead of the people running a store. Operators were never going to leave the POS mid-shift to open a manual.
Many operators were Spanish-primary, and the materials were English-only. Each rollout wave also ran a little differently, so stores got different levels of support.
Adoption risks the documentation had to cover
- Operators with no IT background expected to self-serve during peak hours
- Docs scattered across Confluence with no structure by role
- No guidance inside the software itself
- English-only materials for a bilingual workforce
- No standard playbook across rollout waves
What I built
Help that appears inside the POS at the moment someone needs it, scoped to their role.
In-app guidance
Modals, hotspots and tooltips delivered through Inline Manual, so help appeared at the step where an operator got stuck.
Role-based content
A general manager's day looks nothing like a crew member's, so every walkthrough was scoped by role.
English and Spanish
Spanish walkthroughs written for Spanish-primary operators, rather than translated from the English.
A rollout playbook
A SWAT deployment playbook gave every store in every wave the same support.
How the work ran
- Ran a 10-stage pipeline for every release, from JIRA intake and a developer demo through Confluence publishing and Spanish localization.
- Validated each release in staging with Design, Engineering and Product, testing hands-on in Jenkins before anything reached a store.
- Ran two review passes on every deliverable: SME accuracy first, then a peer editorial review for style and template compliance.
- Held bi-weekly Q&A sessions with operators and changed walkthrough order and role scoping before each rollout wave.
- Published and maintained release notes and walkthroughs across 12 to 15 code releases a year, archiving deprecated content as it went.
Artifacts
Recreated samples. They show the structure and approach without Domino's internal material.
Recreated sample
POS localization guide (English/Spanish)
How the English and Spanish walkthroughs were written and checked for operators.
Recreated sample
Documentation production pipeline
The 10-stage pipeline for one feature release, with a finished release note and an interactive walkthrough.
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