Panduit's customer experience team tasked me with updating a series of work instructions which were used to document processes, train new hires and serve as a job aid for processes that are not performed on a regular basis.

The existing work instructions consisted of multiple documents for each process, lacked consistency and were difficult to understand. For the new template, I included a header section with documentation information such as the reviewer and hyperlinks to sections of the document so that the user can easily navigate the document and access information quickly. Each section within the document was presented in a step-by-step format with coordinating images. At the bottom of each page, a hyperlink was used to jump back to the top of the document.

Once the template was created, I managed a team of interns to update the existing work instructions.