Created clear UX copy, content frameworks, and operational trainings to support a large scale entertainment launch.
Overview
Netflix House is Netflix’s first permanent brick-and-mortar entertainment and retail destination, combining dining, interactive attractions, and branded retail. I was hired as the sole Technical Writer to build the end-to-end content and training system that supported launch and long-term operational scalability.
— PROJECT NAME
Content Design Framework
— ROLE
Senior Technical Writer (Contract)
— TEAM
25+ Subject Matter Experts (SMEs) and Vendors
— DATE
07/2025 to 09/2025
— TOOLS
Figma • Miro • Slack • Google Meet • Jira • Confluence • Workday
— DELIVERABLES
20+ Standard Operating Procedures (SOPs) • Facilitator Guides • Content Style Guide • Master Glossary • Fan Service Standards • Version Control Guidelines
— HIGHLIGHTS
40% faster crew onboarding time
5+ departments unified under one glossary and style guide
Fewer operational errors and support tickets
Improved training delivery consistency
Netflix House needed a cohesive, brand-aligned content system that transformed complex workflows into clear, actionable guidance for crew members. Content had to work across multiple vendor platforms such as Shopify Point of Sale, Workday, and the audio-visual (AV) control system.
Before I began, most workflows existed as fragmented notes or verbal instructions. Each department used different terminology, creating confusion and inconsistent fan experiences. There was no shared framework or style guide to govern content creation, training materials, or in-product messaging.
Challenge: Create a unified system for documentation, microcopy, and training content that used brand-aligned tone, role clarity, consistent naming, and training structure to support launch readiness.
Solution: I built the first scalable content system for Netflix House. I developed a content style guide, established voice and tone standards, authored 20+ SOPs, created a master glossary, designed facilitator guide templates, and wrote in-product copy for AV control tablets, POS devices, and Workday workflows.
My Process
Collaboration was critical. I worked closely with 25+ SMEs, department leads, and vendor teams over Slack and Google Meet, and spent a week on-site in Philadelphia. There, I observed workflows, documented them, and refined the content through iterative updates driven by SME reviews.
What I did:
• Conducted working sessions with retail, ticketing, attractions, and general operations teams to map workflows, uncover pain points, and clarify key decision steps.
• Partnered with vendor teams to evaluate interface messaging in tools such as the AV control tablet, recommending more intuitive button labels and navigation names.
• Interviewed leadership and front-line crew to uncover user pain points and system friction that impacted efficiency.
• Audited early materials to assess clarity, usability, and tone inconsistencies across departments.
• Mapped cross-department dependencies to reveal where process breakdowns disrupted communication or operational flow.
• Evaluated onboarding materials to identify where language or structure caused confusion for new hires.
My Work
Building the Content Framework
I began by auditing materials from five departments. I identified that documentation lacked consistent structure, purpose statements, role ownership details, and did not reflect Netflix’s fan-first voice.
I created a content framework that defined tone, accessibility standards, heading hierarchy, UI bolding conventions, and how to write steps in a clear and actionable way.
Style Guide
This page is from the SOP & Training Materials Guide I created. I set simple, consistent rules for how to write instructions like using “Tap” for touchscreens and “Select” for desktops, to make the content clear, inclusive, and easy to follow across teams. These rules gave everyone a shared reference point and ensured that new content could be added later without creating inconsistencies or confusion.
Style Guide Rules in Action
This is an excerpt from the AV SOP where I applied the style guide rules. Each step mirrors the UI, with bolded field labels and one clear action per line. This made the instructions easy to follow in real time, reduced the chance of errors, and helped crew members feel more confident using technical systems on their own.
Creating the Content Governance Model
To make the system scalable, I designed a workflow for version control, creating guidelines for file naming, versioning, and ownership.
I mapped how trainers, department leads, and vendors would collaborate to keep content accurate and sustainable beyond launch with a streamlined SME review and approval process.
Master Glossary & Terminology Alignment
I created a master glossary to unify system, zone, and role terminology. This glossary aligned copy across five departments and three vendor systems. Terms such as AV Control Tablet, Fan, Intellectual Property (IP), and Ticketing Crew Member were defined and then used consistently across SOPs, in-product messaging, and training content.
In-Product Messaging
I collaborated with vendor teams to evaluate interface labeling and in-product messaging within proprietary AV control tablets, ticketing kiosks, and Shopify POS and Workday scheduling tools. I recommended clearer button labels and system messages using plain language and a fan-first tone. This helped make messaging easier to understand for crew members, increasing task completion with fewer errors and support tickets.
SOP Development
I authored 20+ SOPs across retail, ticketing, attractions, AV, and general operations. Each SOP included context, purpose, who performs the tasks, and how the action impacts fan experience. For themed attractions, I designed SOPs that mirrored the tone of their Netflix IPs, such as the dark, mysterious style of Wednesday and the high-stakes energy of Squid Game.
Training Material Development
I created facilitator guide templates that standardized training delivery, keeping sequencing consistent while allowing trainers to personalize examples and discussions.
Results
Impact
Improved crew onboarding speed by 40% through clear UX copy, standardized SOPs, and scenario-based training content.
Increased system usability by unifying microcopy, terminology, and field labels across AV control tablets, and Shopify POS and Workday systems.
Delivered 20+ launch-ready materials including SOPs, facilitator guides, and templates that ensured consistent tone and structure across departments.
Reduced errors and support escalations by replacing unclear interface messaging and documentation with plain-language standards.
Established Netflix House’s first scalable content framework connecting training, documentation, and in-product language under a cohesive system.
Before
Fragmented notes, inconsistent language, trainer-dependent learning
System labels did not match, creating confusion
No glossary or content standards
After
- Structured documentation with clear tone, consistent terminology, and role-based guidance
Operational messaging matched interface text, improving navigation and task completion
Master glossary adopted across 5+ departments and digital systems
Awards
- It’s Nice That
- AIGA
- Fonts In Use
- The Dieline
Contact
email@domain.com
000-000-000