Successes

Challenge: ImplementHIT develops software for Health Information Technology (HIT), specifically physician training for delivery on laptops and mobile (iOS and Android) devices. They needed to update and enhance their marketing materials.
Actions:
  • Developed an ambitious white paper (special report) to explain the benefits of bite-sized micro-lessons (nano-learning), which is much more effective for overworked physicians.
  • Studied all existing marketing materials to develop a Core Message Platform (CMP) identifying key information (such as target markets, strategies, features, benefits, unique selling propositions, etc.) as a springboard for all future marketing materials.
  • Designed a new website to consolidate several smaller sites and include new pages.
  • Made numerous recommendations regarding how to generate leads, nurture prospects, and convert customers.
Results: Helped ImplementHIT to recapture missed sales and boost conversions.
Challenge: Capella University – Do independent research to fill requirements for a PhD in Education
Actions:
  • Did aggressive research, demonstrated thorough insightful analysis, and made visionary recommendations.
  • Created two innovative models: the Domain-Intelligence Model (integrating classic models by Bloom, Sperry, and Gardner) and the Positive & Negative Learning Cycles Model (identifying key instructor/student roles in making education more effective and efficient).
  • Identified 13 criteria for a simpler, more intuitive music notation system.
  • Created an online course showing how to convert traditional notation to base-12 notation.
Results: Demonstrated how to reduce the cognitive load of traditional music notation by 80% and dramatically shorten the time-to-mastery of reading and writing music.
Challenge: Intel Online Services was rapidly building large multi-million-dollar data centers in Santa Clara, Washington DC, London, and Tokyo and smaller data centers in Korea, Australia, and People’s Republic of China (PRC) to host e-commerce websites.  Many data center processes (such as service offerings, customer contacts, and problem escalation) had not been established or needed to be upgraded.
Actions:
  • Developed a standard methodology for visualizing, updating, and posting all business-critical operations to the intranet.
  • Developed interactive web-based flow diagrams, allowing users to “drill down” from high-level overviews to illustrated step-by-step procedures.
  • Posted weekly reports and graphs identifying customer outages, root causes, and support reliability “hot spots.”
Results: Created the methodology to drive continual process improvement through a world-wide cross-functional group.
Challenge: Dade-Behring MicroSCAN was developing a new Windows interface for high-tech hospital laboratory equipment.  The Food & Drug Administration (FDA) required documentation of all significant design decisions regarding processes, programming, and interface.
Actions:
  • Collaborated with a management team to map requirements to the functionality and interface.
  • Developed logical flow diagrams, from high-level processes down to low-level procedures.
  • Documented and re-designed user interface screens.
  • Developed “use cases” and object-oriented “interaction diagrams” to identify the hierarchy of software modules.
Results: Provided the process, programming, and user documentation required by the FDA and made numerous recommendations for improving the usability, consistency, and maintainability of the user interface.
Challenge: The Money Store planned to phase in loan origination software to all branches of the Mortgage Division across the country.  There was no user guide or supporting documentation for branch employees or Help Desk personnel.
Actions:
  • Created a user manual for the initial rollout and enhanced it for several releases.
  • Converted the hardcopy user manual to modular online help text then enhanced it for various loan packages and state-specific document generation.
  • Redesigned all help screens with interactive graphics.
  • Trained other technical writers to develop on-line help for Small Business Administration (SBA) loans and Loan Packaging.
Results: The robust help system moved the first line of support to the PCs in each branch, made branch employees much more self-sufficient, allowed instant updates, and reduced the headcount and costs for Help Desk personnel.