David Ortiz is an experienced manager at a logistics warehouse in Southern California. He started a side business after becoming a certified notary public. After one year of not obtaining a customer, he reached out to me to consult on how he could improve his performance as a notary professional to build customer relationships and alleviate the cognitive load of conducting a loan signing. 

Mr. Ortiz is an introverted professional. He stated that his anxiety and fear of making mistakes during the loan signing process has prevented him from building a clientele. The types of mistakes could include not accurately describing a document, forgetting to notarize a document, and not guiding the initial conversation with the customer effectively.

Initially, he was convinced that having a checklist and role playing would be the best solution. I explained to him that having the documents sorted, labelled, and color coded using the Post-it Notes would be the best solution to guiding him during signing procedure. The Post-it Note job aid and procedure would enable him to feel prepared. If he felt unsure, he would have an accessible reference to quickly look at. The printed scripts would be prearranged to guide his conversation and help him recall which documents needed to be notarized.

With the help of a printer and Post-it Notes, Mr. Ortiz has stated that they have helped improve his work flow, strategically guide his conversations, maintain consistent procedures, and have ensured that he does not make any errors on the job. He states that he feels confident navigating the loan signing process and could eventually be able to conduct them without Post-it Notes in the future.