Using empathy and domain expertise to create clear content about complicated features
As a PM, I created internal and external documentation for my features. It was used for product marketing, customer support, API documentation, and training.
I start writing documentation by using empathy and qualitative research to figure out what questions a user will have about the feature. This is a great framework even if I'm not writing a FAQ. Their first question is usually, "How will this make my life better?"
My features were complex, so it was a challenge to make them understandable to users with different levels of expertise.
This video walkthrough showcases a new feature I shipped as a PM. It helps businesses find good keywords to target with SEO.
I planned out the flow, wrote the script, performed the voiceover, and recorded the screen capture. I was also responsible for the UX writing in the feature itself.
To date, it's been watched more than 17,000 times.
Help Center articles
Though the original launch announcement is no longer live, you can see my final draft in Google Docs. It describes a complicated feature, gets users excited about it, and addresses their questions.