Online Help & Quick Reference
Tools Used: DITA, oXygen XML Editor, Screenpresso, Bitbucket, Jenkins, JSON, and ServiceNow.
Published on the Cengage help site.
Customer Experience (CX) Documentation
During my time as a writer with Cengage Learning, I evaluated and restructured the purchase & access information architecture (IA) of the site, and also wrote hundreds of customer focused help articles. This reduced customer cases by 45% in Salesforce, and saved the company $3.93 million dollars in a fiscal quarter. Here are some samples of this work.
- Purchase Access
- Manage Your Cengage Unlimited
- Print Rentals section
- Purchasing Problems section
- Refunds section
- Redeem Access From Bookstores section
Software Documentation
As a technical writer with Cengage Learning, I also wrote and published hundreds of help articles on how to use various company products, including courseware such as MindTap, WebAssign, SAM, and others. Here are some samples of this work.
Dasha Martinez 