Context and research

In 2020, Technical Communications needed to define a strategy for the documentation on TraceLink’s new Opus Platform. I, along with another senior writer, began by extensively researching competitors’ documentation for similar types of platforms. From this competitive analysis, we defined the information architecture (IA) focused around the information that users needed most. 

Information architecture and document design

This strategy ensured that users could find the information they needed quickly. One of the ways we accomplished this was by combining the UI and API documentation for the same app in the same Help Center, when they had previously been published entirely independently from each other and often written entirely independently. Not only did the new strategy make it easier for users to find related information quickly, but it also improved the overall consistency in both the writing style and technical details between the UI and API documentation. 

As the new platform was developed, leadership also asked the team to update our document design to reflect the new UX. I designed and coded the new design from scratch, which led to cleaner CSS that is easier and faster to maintain as we continue to make changes.

Training and revising

I trained the other writers on how to implement this new IA and document design in their projects, documented the details in our style guide and team wikis, and ensured through editorials that the styles were being followed correctly. As we began releasing the new documentation, we received feedback from our internal SMEs and stakeholders, as well as from users who spoke with Services. I am continually updating the strategy as this feedback comes in, so we can make sure we’re always putting out the best documentation possible.