Case studies
Much of my recent work is internal and covered by confidentiality agreements, so these summaries describe the problem, my approach, and the outcome without internal details. I’m happy to walk through any of them in more depth in conversation.
Knowledge management · AI adoption · 2026–present
Building an AI-ready knowledge base across 34 university departments
The challenge: A large research university was launching a new ServiceNow knowledge base and AI-assisted intranet. Knowledge was spread across 34 departments, each with its own formats, owners, and habits. The content had to serve both employees searching for answers and the AI systems surfacing them.
What I did:
- Lead knowledge base population across all 34 departments, partnering with department leaders and subject-matter experts
- Set organizational, formatting, and style standards optimized for AI retrieval
- Built an editorial review agent in Microsoft Copilot, plus monitoring programs, to automate much of the content creation lifecycle
- Designed editorial governance and management tools that work alongside native ServiceNow functionality
The outcome: A consistent, governed knowledge base built for long-term scale, with AI tooling that cuts the manual review burden on a small team.
Information architecture · Self-service · 2024–present
Replacing static handbooks with a self-service student services hub
The challenge: At a top business school, students relied on static handbooks and fragmented pages, which pushed routine questions to staff and created friction across high-stakes services.
What I did: Own the content strategy and information architecture for the student services ecosystem. I partner with internal leaders and subject-matter experts to turn institutional knowledge into clear, human-centered content, and I set the editorial standards and governance that keep it consistent at scale.
The outcome: A modern self-service content system that removes the reliance on static handbooks and reduces operational friction for students and staff.
Content strategy · Governance · 2024–2025
Overhauling 3,000+ assets in an accuracy-critical policy school
The challenge: A graduate policy school needed a large content surface brought up to date on a tight timeline, in an environment where accuracy was non-negotiable and audiences ranged from prospective students to faculty.
What I did: Led editorial strategy for the overhaul. I interviewed faculty, administrators, and program leaders to distill complex subject matter for multiple audience personas, and built repeatable templates and content structures.
The outcome: More than 3,000 assets overhauled to a consistent standard, with templates that let the team keep scaling after the project ended.
B2B content & marketing · 2021–2024
Building content engines from scratch for technical B2B companies
The challenge: Two technical companies, one in solar finance and one in advanced manufacturing, had complex products and no content function to explain them.
What I did: Built content strategy, templates, and publishing processes from the ground up. I pulled expertise out of R&D, finance, and regulatory teams without overloading them, and I added AI tools to the workflow to speed up production while keeping editorial quality high.
+103%
website users, with +31% engagement and +20% form submissions
~$24K
in annual contractor costs eliminated by bringing design in-house
700+
LinkedIn newsletter subscribers in the first 30 days
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