Documentation

Cutting onboarding time with smarter documentation

I replaced fragmented Jira tickets with a structured documentation system that cut onboarding time by 40% and reduced cross-squad delivery disputes by ~30%. By embedding new tools and governance rituals, I created clarity and resilience across 3 squads, 2 BAs, and a senior architect.
Employer
  • Collinson Group
Role
  • Product Owner
Tenure
  • Oct 2022 – Apr 2024
Focus
  • Internal Ops System
Systems
  • Craft.io, Jira, SharePoint
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Progress as a Product: Rethinking Digital Transformation

Problem

Collinson’s SmartRedeem Store teams operated with inconsistent documentation and heavy reliance on legacy Jira tickets. Delivery rationale was buried, onboarding new hires took weeks, and misunderstandings slowed progress across globally distributed squads.

Approach

I introduced Craft.io to formalise initiative planning and templated Jira stories to reduce ambiguity. I implemented my Quadratic Knowledge Framework (QKF) to bring structure to delivery narratives, and established a documentation steering committee with BAs and our architect. Regular retrospectives reinforced alignment and kept the system lightweight enough not to disrupt sprint velocity.

Outcome

The new documentation ecosystem:

  • Cut onboarding time by 40% by giving new team members a clear reference system.
  • Reduced delivery disputes by ~30% by clarifying rationale and linking context directly to user stories.
  • Improved diagnostic precision, enabling teams to resolve issues faster.
  • Created a shared language across squads and time zones, safeguarding delivery intent and reducing risk.