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Case study · 2024
Documentation that Reduces Support Load
Product docs, rewritten until support tickets stopped quoting them as the source of confusion.
- Role
- Technical Writer · User Advocate
- Timeline
- Ongoing
- Client
- OneSuite
- Year
- 2024
The challenge
Documentation existed, but it had been written by engineers for engineers. New users were getting lost in feature pages that assumed prior context. Support was answering the same five questions every week.
What I did
- 01Sat in on five real onboarding calls. Wrote down every place a customer paused, asked again, or said "wait, where?"
- 02Restructured the top of every guide to lead with the user's job, not the feature's name.
- 03Replaced screenshots that aged badly with shorter screen recordings and inline annotations.
- 04Added a one-line "What this is" and "What this isn't" to every doc page — kills 80% of misuse.
“Documentation isn't a manual. It's a marketing asset.”
Outcome
- Repeat support questions on covered topics measurably dropped.
- Docs began appearing as the second link customers clicked from search — alongside, not behind, the landing page.
- Sales started linking to docs in pre-sale conversations without prompting.
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