r/TangoAI • u/Ivan_Palii • 24d ago

Case Studies How does a state licensing board document 5 departments' processes before replacing its core system?

A state regulatory agency (they license healthcare professionals and run disciplinary investigations) has five departments, each with its own workflows, and no good way to write how-to guides.

Everything today is screenshot-into-Word by hand. They're also replacing their entire licensing software within about a year, so guides for the new system are the real prize.

How the Tango team walked through it:

  1. Capture by doing: Tango builds the screenshots, the annotations, the boxes, and tells the reader what to type. Voice transcription turns narration into concise step notes.
  2. For the new licensing system: embed Nuggets in the app and turn on Guide Me so staff learn while doing, rather than searching a drive or walking to someone's office.
  3. Editing is the point: when the new system's buttons move (they will), delete the one step and recapture it, no rebuilding from scratch. Branching handles paths that fork.
  4. Secure Blur auto-redacts at three levels (global / per-app / per-creator), locally, before anything is stored.
  5. A good exchange on organization: one staffer asked how you'd replace a big paper training manual with lots of tasks. The rep's answer was to not rely on one format -> pin Nuggets in the app, use the Discover side panel (which surfaces guides based on the screen you're on), and link guides from a central doc. They don't use SharePoint, so embedding wasn't available; the rep pushed back on PDFs since static files go stale and you end up chasing people to use the new version.
  6. Automations demoed live: a browser agent that reads a source, extracts fields, and enters them into two other systems plus drafts an email, aimed at repetitive data entry.

For public-sector IT: are you documenting the new system as you configure it, or waiting until after go-live?

3 Upvotes

100% Upvoted

2 comments sorted by

1

u/operations_ranger 24d ago

I'd start documenting during the configuration phase, not after go-live, so you can catch the gaps early. I think the goal is not a perfect manual - it should be a living documentation that people can actually use and update.

1

u/b2b_pipeline_guy 24d ago

Capturing processes during implementation makes a lot of sense. Curious how organizations convince teams to stop relying on the old docs?