Overview
Noticing little documentation for faculty and new IT hires, I created quick-reference guides that made classroom AV systems easier to use and reduced downtime during urgent situations. In addition, I supported clients directly at the help desk, ensuring clear communication, smooth issue resolution, and adherence to school security protocols.
Role
IT/AV Technician, Product Design
Timeline
1 year, part-time
Problem
68% of faculty and students struggle to operate classroom technology, especially in older buildings with outdated equipment and limited budgets, leading to frequent user errors and damages.
Research + Inspiration
Affordance-based design
IKEA manuals–as a company designed around self-service, I analyzed what worked with their user manuals and how to incorporate similar design thinking into my own guides. I applied affordance-based design, such as using a finger symbol to indicate a tapping motion, to guide user interactiom.
Deliverables
Fostering Team Identity
I also took it upon myself to make fun designs for our team during the freetime we had, our office was a little hard to find so I created a huge design for our team. Our team was very close, so creating a team logo for us was a way to boost morale and connection with one another, we even created our own team hoodies!
Impact
Redesigned school-wide documentation and branding
Reduced tutorial-requesting help calls by 34%, completed 120+ tickets with CRM tools, inspired other departments to adopt a similar documentation guide
Boosted team morale
I created custom merchandise and a welcoming client sign that strengthened our team’s identity and brought genuine joy to both coworkers and clients. Seeing their smiles reminded me of the emotional impact design can have—how something visual can foster connection, pride, and positivity in a space.