Izzy Hodnett › Work › Accreditation FAQ Library
Accreditation FAQ Library
Over 150 step-by-step guides, written to carry two groups of people through two system changes happening at the same time.
The problem it solves
A new portal was launching for the organizations being accredited, and at the same time the staff supporting them were moving to a reconfigured version of the system they work in all day. Two groups were going to be learning two unfamiliar systems at once, and the support burden for that lands on the same small team either way. The guides were written before the launch rather than in response to it.
How it works
- Each guide is made by carrying out the task once while a recording tool watches, then correcting the steps it wrote down. That is what makes a set this size possible without typing every guide by hand.
- The guides are linked inside the portal itself, at the point where someone is already stuck, rather than kept in a separate manual nobody opens.
- The front-facing set is also readable without a portal account, so an organization can be pointed straight at an answer.
How it is kept safe
- The internal guides are kept separate from the public ones, so staff-only material is not reachable from the public library.
What this is built with
Each part, and what it does, in plain terms.
- A screen-recording guide tool
- Software that watches someone carry out a task once and writes the step-by-step guide from what it recorded. It is how a large set of guides gets made without each one being typed by hand.
