My role
Documentation writer and video creator
Products
WP ERP · weMail · Appsero · HappyAddons
Docs
Video tutorials
The situation
A new user installs a plugin, opens the settings and tries to get one thing working. If they manage it, they stay. If they can’t, they open a support ticket or uninstall. Most of what decides that moment is the documentation.
What I owned
Documentation posts and screencast tutorials across weDevs products: 200+ docs and 25+ videos with voiceover for WP ERP, weMail, Appsero and HappyAddons. I also documented HappyMedia for Leevio.
How I write docs
- Task first. Titles name the job the user wants done, not the setting they need to find.
- A screenshot for every step. Nobody should have to guess which button to press.
- Video for multi-step flows. A two-minute screencast replaces a page of instructions.
- Setup and the first win come first. Advanced features come after the user has seen the product work.
- Connected to the blog. Tutorials point to the doc that finishes the job, and docs point back to deeper guides.
Why it's product marketing
Docs carry the product’s promise past the sale. A clear doc turns a trial into an active user and an active user into a renewal. I’ve written about this in designing a customer education strategy and the benefits of a knowledge base.
What I'd do next
Track which docs new users open in week one, which help-center searches return nothing and which topics create the most tickets. Then link the key docs into onboarding emails.