Find the next thing that makes your company better.
Explore the decisions, processes, and lessons behind the result.
18 resources
Video
Steven Rea explains four levels of operating support—domain overviews, SOPs, work instructions, and job aids—and how to choose what to document. Start with one recurring team question, create the smallest useful support, and improve it through use.
WatchArticle
Look past the demo. Understand the task, the handoffs, and what your team needs to use the tool well.
ReadTemplate
Check that the process, people, and support are ready for launch.
ReadArticle
Investigate missing capabilities, changed steps, hidden behavior, and assumptions about what users already know.
ReadTemplate
Prepare the guides and people before launch. Decide how help, urgent issues, and follow-up will work afterward.
ReadArticle
Distinguish the discomfort of unfamiliar work from a genuine failure of fit or execution.
ReadHow-to
Show people the new steps, one task at a time. Create cards they can use during the task.
Open guideArticle
A practical loop for deciding when to observe a workflow, what to do with what you find, and when to check again.
ReadHow-to
Prepare an open, bounded observation; let the practitioner demonstrate the work normally; capture what happens before deciding what to change.
Open guideHow-to
Connect domain overviews, SOPs, work instructions, and job aids. Explore a complete make-ready example, then build the support your team needs.
Open guideTemplate
A starting guide, four editable templates, and six connected make-ready examples—with an SOP flowchart and mock screenshots for work-instruction steps.
ReadNew collections of guides and tools. Available resources are listed above.
