A concise story of transforming SaaS documentation into a user-focused journey through agile design and innovative information architecture.
Initial challenge
The project aimed to evolve extensive, static PDFs into an interactive online documentation system, agile enough to match the dynamic landscape of the product’s growth.
Content strategy
A modular content strategy was implemented to allow for scalable expansion and more manageable updates.
Content auditing: Conducted a comprehensive content audit to remove redundancies and outdated information, ensuring the content is current and ready for future updates.
Persona development: Crafted detailed personas for SaaS users, database administrators, data scientists, and developers to tailor content that addresses their specific needs and pain points.
Content prioritization: Using analytics to prioritize high-traffic content for quick access and clarity.
Collaborative workflows: Collaborative tools and workflows were added to Madcap Flare, allowing stakeholders to review and update content.
Information architecture
The information architecture was redesigned to ensure intuitive navigation and content discoverability.
User-centric navigation: A layered navigation structure was developed, catering to novice users requiring guided pathways and expert users who prefer direct access to technical details.
Search optimization: Spearheaded the integration of a powerful universal search feature, using analytics to refine search algorithms and improve result accuracy.
Content modularization: Leveraged Madcap Flare's topic-based authoring to create modular content that could be easily updated and reused across multiple documents and platforms.
Design and user interface
With a focus on branding and user engagement, the documentation interface was transformed.
Responsive design: Ensured the documentation was accessible across devices with a responsive design, accommodating various screen sizes and resolutions.
Branding alignment: Updated the CSS to reflect the company's current branding, enhancing the visual appeal and reinforcing brand identity.
Visual storytelling: Introduced visual elements, including icons and diagrams, to illustrate complex concepts and guide users through the documentation.
Visuals and flow
The visual journey of the documentation interface saw several iterations.
First iteration: Transitioned from monolithic PDFs to the first interactive online portal. This pivotal move set the stage for a dynamic documentation experience but was just the beginning of our journey toward true user-centricity.
Second iteration: Introduced reusable content, a single-source approach that allowed for consistent, efficient updates. It was essential to differentiate Exasol's database solutions from SaaS offerings and provide targeted content for each user's context.
Third iteration: This iteration offers a user-friendly navigation system that can be customized based on the user's cloud platform preferences. With intuitive controls, users can easily switch between versions and SaaS documentation to gain more control.