Product Documentation: Everything You Need to Know

Dial back to the 90s when a frustrating customer service team had to repeatedly explain the workings, the installation, re-installation of a product  to a customer. 

Fortunately, modern times have led to a change in customer behaviour where 73% of customers want to solve their own problems independently, says Tidio.

Today, there are numerous ways to help customers find what they need—blogs, videos, guides, podcasts, and, of course, product documentation.

Product documentation is no longer just about listing product specifications. It has evolved into a powerful tool for customer training and a strategic asset for SaaS marketing. Great product documentation enhances a user’s SaaS experience by empowering customers to be self-sufficient, reducing the learning curve, and boosting product adoption and productivity. For organisations, it also lowers costs, improves customer satisfaction, and increases retention rates.

However, creating an effective product documentation is a Herculean task. But this blog post will help you uncover the ins and outs of mastering the product documents creation. 

Lets dive in!

What is product documentation?

Product documentation is a comprehensive collection featuring information, instructions, and resources that describe how a product works, how to use it, and how to troubleshoot issues.

It serves as an effective self-serving guide for users which comes in various formats such as instruction manuals, troubleshooting guides, feature updates.

To further enhance customer’s understanding of a product, these documentations are often illustrated with graphics, GIFs and videos.

D2 Worldwide reports, A shocking 73.7%  of users rate documentation more helpful than videos, packaging or salespeople when they are looking for information on products they are considering for purchase.

Types of product documentation

There are different formats for creating technical product documents. Each format serves a different purpose & helps users achieve different outcomes. Choosing the right format for product documentation is a critical aspect of the process. 

Listed below are various types of product documentation:

1. Product strategy and mission documentation

This format caters to the internal teams and early adopters to understand the product's direction. It serves as a tool for an effective product journey’s roadmap. This documentation outlines the product's vision, goals, and roadmap which further help in creating strategies related to the product.

Atlassian's playbook serves as a guide for both internal teams and customers to understand the company’s overarching goals and the strategic direction of their products.

‍

‍2. Instruction manuals

Instruction Manuals allows users to explore step-by-step instructions on how to use various features and perform specific tasks.

Microsoft features a detailed section of product documentation on their website. The section offers a comprehensive formats featuring instruction manuals, how-to-guides, quick-starts for various products.‍

3. Knowledge base

Knowledge base is a self-serving online library of articles, FAQs, and tutorials that answer common user questions. It helps users find answers to their questions and learn how to use the product more effectively.

HubSpot Academy is a vast knowledge base with articles, videos, and certifications that help users master HubSpot's marketing, sales, and service tools.

‍

‍

4. SDK

SDK refers to Software Development Kit. The SDK documentation is intended for developers to integrate product with their applications. The guide  includes code examples, integration guides, and API references to help developers integrate communication tools into their own applications.

5. Troubleshooting guides

Troubleshooting guides are the most popular format for product documentation. The troubleshooting documents include step-by-step instructions to help users diagnose and fix common problems they might encounter while using the product. Companies often boast community forum discussions and support articles to help users discuss and resolve their issues.

Stripe, the popular payment gateway offers a dedicated troubleshooting section within their that provides solutions to common issues users might face while using their platform.

‍

Why invest in product documentation?

Think of product documentation as an investment which generates exceptional ROI for your SaaS organisations. Here’s how crafting product-related documents help you and your customers:

Benefits for Users

• Enhances customer service & support: Comprehensive documentation empowers users to resolves their issues independently, reducing reliance on overwhelmed customer support teams. Plus, it reduces cost & negative impressions among users.
• Creates self-learning experience: High-quality documentation acts as a personal learning portal. Users can learn the product at their own pace, explore advanced features, and continuously improve their skills. It further reduces the need for constant support.
• Documents act as a resource:  Product guides including FAQs, and video tutorials, serving as a one-stop destination for users seeking assistance. They can revisit instructions, refresh their memory on specific functionalities, and quickly find answers to recurring questions. Zendesk's research found that 91% of customers would use a knowledge base if it met their needs.
• Improves customer satisfaction: When users can easily find answers to their questions and achieve their goals efficiently, it contributes to better customer experience further leading to high customer satisfaction rates.

Benefits for Organisation

• Seamless onboarding process: Product-related documents help new users quickly understand the platform's features and capabilities, leading to smoother user transitions. It streamlines the process of onboarding without requiring extensive support, saving valuable time and resources.
• Reduced costs: Empowering users with self-service options significantly reduces the burden on customer support teams. This translates to cost savings on support personnel and resources.
• Competitive edge: Users highly appreciate the ease of use and value the additional support a well-crafted knowledge base provides. Exceptional documentation sets you apart from competitors which leads to increased brand loyalty.
• Increased product adoption: Effective documentation enables users to fully understand the platform's functionality, leading to higher adoption rates and increased usage over time.

Steps for creating product documents

A stellar product documentation isn’t about merely informing the customers about the product. The goal is to empower users with well-crafted information, designed to create a seamless self-serving experience. 

Find out the detailed steps to create product documentation below:

1. Research your target audience and goals

Before creating product documentation, take a step back and assess insights into relevant stakeholders. Undertake research to delve into your target audience, goals, their preferences and pain points.

• Conduct surveys, interviews, and user testing to assess their needs.
• Define your documentation goals (reducing support queries, increasing product adoption, or improving user satisfaction)

2. Choose a format for product documentation

The format of your documentation should align with your content and user needs. Consider different formats for product documentation that meets your goals the best. For instance, prefer user manuals for in-depth instructions, knowledge bases for searchable FAQs, or video tutorials for visual learners.

• Consider your audience's preferences
• Decode the complexity of your product when choosing between formats like PDF guides, online knowledge bases, interactive tutorials, or video walkthroughs.

3. Craft a blueprint (structure & outline)

Developing a clear and logical structure helps you to organize your content. Not only it makes the process of creating product documents easy but also allows users to find information quickly and intuitively. Use customer journey mapping to anticipate user needs at each stage of their interaction with your product.

• Utilize headings, subheadings, and bullet points to break down complex topics and enhance readability.
• Start with a clear table of contents outlining key sections and topics, ensuring logical flow and easy navigation.

4. Create compelling & engaging content

This is the most crucial step in the process of product document creation. The content featured should be clear, concise, and engaging content that explains concepts effectively. 

• Use simple language, avoid jargon.
• Include visuals like screenshots and diagrams to enhance understanding.
• Break down complex topics into small, easy sub-heads.

Empower customer training with Floik’s product documentation

Effortlessly guide potential customers through your product, answering their questions, and showcasing its value – all before they even talk to sales. Floik is your one-stop shop for creating interactive product demos and educational content for product documentation.

Take a bet on Floik because:

• All-in-one tool: Record demos, edit them to perfection, and track user engagement – all within Floik's user-friendly platform.
• Record everything: Capture your entire screen, even outside the browser, to showcase any aspect of your product.
• Real-time analytics: Track how users interact with your demos and optimize them for maximum engagement.

Take control of product documentation with Floik! Install the free Chrome extension, today!

5. Implement consistent formatting & design

It is important to deliver a professional look with clear formatting, consistent fonts, and white space designs. Maintain consistency in formatting, fonts, and colors to create a user-friendly experience.

• Establish clear guidelines for fonts, colors, and layout.
• Maintain a consistent style guide to ensure a polished  look.
• Optimize for various device format which are easy to read and navigate on all devices.

6. Proofread, review & edit your document

After crafting the product document, it is imperative to take a critical look. Review your content for accuracy, clarity, and consistency. Edit for typos, grammatical errors, and ensure the flow of information is smooth and logical.

• Use a grammar checker like Grammarly to help catch typos and grammatical errors 
• Read from user perspective encountering your product for the first time

7. Gather internal feedback for insights

Share your draft documentation with colleagues from different departments (customer support, development) for feedback. Their insights can help identify areas for improvement and ensure your documentation meets the needs of all stakeholders.

• Schedule regular review meetings to discuss feedback 
• Iterate on your documentation based on internal insights and suggestions.

Conclusion

Customer expectations are constantly shifting. Businesses that fail to grasp these changes and adapt their approach risk falling behind. Prioritizing a positive customer experience is no longer optional; it's essential for survival.

When utilized proactively and strategically, product documentation becomes a potent asset for your business. Meticulously crafted documentation not only empowers users but also minimizes support expenses while positioning your product for triumph. Harness the power of product documentation today with the comprehensive guide.

‍