scenario
Before I joined Meta, the Enterprise Infrastructure and Security team did not prioritize publishing technical documentation for new products, nor did they regularly update it following redesigns and feature releases.
challenge
With outdated technical documentation, users were unable to utilize our products effectively. This led to repetitive questions, low customer satisfaction scores, and reduced retention rates.
objective
My goals included auditing existing technical documentation and publishing new user guides as necessary. I partnered with Technical Copywriters to identify product workflows and enumerate step-by-step instructions.
solution
- First, I audited dozens of existing guides, flagging outdated workflows and incomplete instructions.
- Then I collaborated with Technical Copywriters to produce user guides for 3 new products before their release date — including sequential workflow steps, a glossary of product terminology, and answers to frequently asked questions.
impact
Improving documentation quality reduced support requests and accelerated user onboarding. User guides for new products garnered positive feedback, increasing customer satisfaction scores and active usage for at least one product by as much as 22%.