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Entertaining Insanity

Ariel Feist | Technical Documentation & E-Learning Specialist

Hello! My name is Ariel Feist and thank you for visiting my website! While the rest of this site is a personal blog space dedicated to entertainment media that I enjoy writing about in my spare time, I’ve carved out a little nook to house some of my work samples.

I’ve been in the tech industry for more than a decade. I started out as a Technical Writer, grew into the combined role of Sr. Technical Writer & Training Content Developer, and finally climbed into the seat of Senior Manager of Documentation & E-Learning in 2021.

At one point in time, I was managing nine separate people, delegating various tasks while still finding the bandwidth to learn new skills and work on challenging projects. I have overseen several significant changes in our documentation and training material delivery process during my time at my current company and I have been instrumentally involved in countless technical writing, training, marketing, and miscellaneous other projects.

From providing voicework to training and marketing videos, to redesigning our online learning platform, to creating internal and external user guides of varying levels of technicality, I have had my hands on hundreds of different projects. Some are listed below:

  • eGain University: Learning Management System (LMS) that I have managed for nearly a decade

  • eGain Learning Center: hub I built containing courses I developed using Adobe Robohelp for the website and Articulate for the lessons

  • Online Product Help: hub I managed online user documentation for various consoles of the product

  • User Guide samples: external-facing user guides and simple guides I prepared for teammates to help them learn new tools and familiarize themselves with company expectations

  • Marketing Videos: I collaborated with our editor and voice actor to develop the script and direction of the video using stock footage and screenshots from our product

 

eGain University

 
 

Home Page

The main landing page of our online learning platform. eGain University is used both internally and externally. We have created experiences specific to our customers, partners, and fellow employees on the platform.

Users can learn how to better use our products as well as get certified for completing our AI and knowledge management courses. We also have internal onboarding for our employees.

Knowledge Academy

The free, three-tiered section of eGain University dedicated to providing learners with a self-guided experience through learning the basics and best practices about knowledge management and AI.

I coordinated with knowledge management SMEs to organize the content and collaborated with another e-learning content developer to create the courses.

We’ve created a free version on our own platform, but we have also published the Knowledge Insights & Best Practices learning path to Udemy.

 

AI MAsterclass

A self-guided comprehensive set of courses in which users can learn about knowledge management best practices using AI tools. The courses focus on eGain’s knowledge vision called The Knowledge Method. It also provides users with an in-depth guided experience on creating AI prompts they can use to build their knowledge base quickly and easily. Certificates are awarded to users who are able to complete the courses and pass the final exam.

I collaborated with the Training manager and her team to accumulate and organize the training material. I drafted a script and provided the voiceover for the videos of the first course using material from an SME’s presentation at an eGain public event. I also took content from the different courses and created the final exam.

 

Global Online Onboarding

I collaborated with our professional e-learning content developer to design and deliver a five-week onboarding program for new eGain employees around the world.

The various learning paths cover the basics about what eGain is and does as a company, the various aspects of the eGain product that are important to know, and success stories we’ve had with customers in meeting their needs and expectations.

 

Marketing Videos

Knowledge Author Persona - Rachel

The team and I created a persona profile for a knowledge base author named Rachel. We drafted a script around the various features that had recently been added to the product and highlighted how their benefits helped a person like Rachel.

 

Knowledge Manager Persona - Gwen

The team and I created a persona profile for a knowledge base manager named Gwen. We drafted a script around the various features that had recently been added to the product and highlighted how their benefits helped a person like Gwen.

 

eGain for Five9 Marketplace Connector Video

Using the key features listed by the SMEs, I drafted a script and recorded the narration. I then worked with the editor to create graphics. I provided input on the direction of the video as well. This is one of many videos for which I have provided the scripts, direction, and voicework listed on the eGain Marketplace.