Megan Driscoll
Content designer and information architect
I make sense of complex technical services so teams break down silos and clearly demonstrate the value of their work.
Experience
I work on sign-in experience and identity services at U.S. Department of Veteran's Affairs with Blue Tiger 💙 I design documentation and governance systems to help teams manage complexity across platform identity integrations and sign-in experience flows for VA.gov.
Github documentation redesign
When I first started on the team, there was a lot of tribal knowledge living in a few people's heads. Depending who you were talking to, you may need to include different levels of technical detail. This made it hard to create and maintain a single source of truth without structured content.
Now our documentation is organized by audience and purpose and integrated in our team's day-to-day workflow in Github projects.
- Audited documentation and ran an open card sort to name and organize all areas of work our team owns
- Established subject matter experts
- Developed 3-level information architecture based on what it's about, who's reading it, and what they need to know
- Created guidelines and templates to scale the system, starting with our current initiatives
- Integrated narrative documentation for stakeholders with relevant tickets and related technical, support, or research documentation.
Train teams to scale
Designed an interactive training to scale plain language standards and content design system adoption on a design team (while having fun, too).
Deliver better service
Iteratively improved HubSpot's self-service support experience based on research, testing, and feedback from users and support staff.
Simplify complexity
Reduced customer support ticket volume by identifying and removing unclear language patterns. Implemented new information architecture based on design system standards.
World IA Day Pittsburgh
- Moderated a Q&A discussion with keynote speaker Abby Covert, the founder of World IA Day.
- Served as co-lead organizer and master of ceremonies for World IA Day Pittsburgh.
- Created a content and messaging guide with a glossary, key messages, and content templates.
More about me
I use creativity and curiosity to navigate complexity at work, and at home with a toddler and 2 large fluffy cats.
I seek adequate protein, sleep, sunlight, art, and humor. Most of my meals are toddler-based, but strive to resemble gourmet cuisine. And I tend a tiny indoor garden growing around my kitchen sink 🌞
You can get in touch on my website or say hello on Linkedin.