TECH WRITING
Rakuten Advertising delivers performance marketing that connects leading brands with highly engaged audiences from awareness through activation.
Rakuten Help Center Audit and Reorganization
In 2023, Rakuten launched a New Publisher Dashboard (Beta) and Help Center, requiring the update and migration of 300+ legacy Help Center articles. Each piece was reviewed for accuracy and relevance, while I also maintained the Legacy and Advertiser Help Centers.
I created a new structure around four key actions: Begin, Grow, Engage, and Thrive. I recategorized content and edited articles to fit this model, resulting in a more user-friendly Help Center that reduced Customer Support inquiries through better information architecture and the use of AnswerBot technology.
Rakuten Advertising New Publisher Help Center (Beta)
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Rakuten Help Center Videos
Rakuten’s video library was outdated, with 5+ year-old, low-view videos that ignored best practices. Users and account teams were asking for fresh, targeted content. I self-taught Camtasia, partnered with SMEs on scripts, and produced 25+ videos for the Advertiser and Publisher Dashboards. A short clip on toggling between dashboards during deprecation became the most-viewed article in both.
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Rakuten Advertiser Dashboard Help Center
Rakuten’s affiliate network has two main products: the Advertiser and Publisher dashboards, each serving very different users. Publishers range from solo influencers to large brands, while advertisers are typically more technical and often have developer support. Frequent releases make keeping all related content accurate and up-to-date a constant challenge.
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Signal was a tag and data management company acquired by TransUnion that specialized in real-time data collection, helping businesses organize and activate consumer data.
Signal Tag Tracking Education
Documenting Signal’s innovative tag-tracking SaaS meant serving everyone from senior developers to summer interns with both high-level overviews and detailed specs. I structured content to be clear, scalable, and easily translatable for partners like Yahoo!Japan, balancing depth and accessibility so all users could fully leverage the technology.
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Signal API Usage Education
Clear API education helps customers get more value from the product and reduces friction for support and engineering. I created structured, practical resources that showed customers how to use Signal’s APIs in real-world contexts (including platforms like YouTube), empowering them to build faster, innovate more, and use the platform to its full potential.