Product documentation

Why is product documentation important?

Good guides help people use products better. They reduce confusion, lower support requests, and help teams set up, fix, and integrate products. Keeping documentation updated prevents mistakes and improves the experience.

Strong documentation also helps businesses grow by supporting effective knowledge retention across the organization. Companies with mature product and operating models see 60% higher total returns to shareholders and 16% better operating margins. Clear guides help companies work better and grow.

It also plays a big role in sales. Buyers often check documentation before talking to sales, using it to compare options. When the information is clear and easy to find, it builds trust and increases the chances of making the shortlist. In this way, documentation works like a silent salesperson, making decisions faster and improving sales.

Investing in strong documentation keeps customers happy, reduces costs, and makes a business more competitive.

What are the goals of product documentation?

Product documentation helps users understand, use, and troubleshoot a product effectively. It also supports businesses by reducing support costs, improving customer satisfaction, and driving sales.

Let’s look at the main goals of product documentation:

Helping users understand and use the product

• Shows users how to set up and use the product.
• Reduces confusion by explaining features in a simple way.
• Offers troubleshooting steps to help users solve common problems.
• Improves customer satisfaction by making the product easier to use.

Reducing support costs and improving efficiency

• Helps users find answers on their own, lowering support requests.
• Reduces training time for new employees and customers.
• Keeps information correct and current.
• Saves time for support teams by answering questions upfront.

Driving sales and business growth

• Helps new buyers learn about the product.
• Builds trust by showing that the product is well-documented.
• Speeds up the sales process by answering buyer questions upfront.
• Helps businesses scale by ensuring users can adopt and use the product.

Who is involved in product documentation?

Different people create and use product documentation, both inside and outside the company.

Let’s look at the key people involved.

Internal stakeholders

• Technical writers: Write clear, easy-to-follow guides and manuals.
• Product managers: Ensure documentation matches product goals and features.
• Engineers and developers: Provide technical details and updates.
• Customer support teams: Share common user issues to improve FAQs and guides.
• Marketing teams: Use documentation to explain product benefits.
• Training teams: Help new users and employees learn the product using guides.

External stakeholders

• Customers: Use documentation to set up and fix issues.
• Potential buyers: Check guides to compare products before buying.
• Partners and resellers: Need documentation to support their clients.
• Third-party developers: Use API guides to build integrations.
• Industry analysts: Review documentation when assessing the product.

What is required for product documentation success?

Good product documentation needs to be clear, current, and easy to find. Let’s take a closer look at these requirements:

Create clear and useful content

Write guides that people can easily understand and use. Use clear language and avoid unnecessary jargon. Include step-by-step guides, troubleshooting tips, and real-world examples. Organize content logically so users can find what they need quickly. Tailor information for different audiences, such as customers, developers, and support teams.

Keep documentation up to date

Ensure documentation always reflects the latest product updates and changes. Work closely with product and engineering teams to track new features, fixes, and improvements. Regularly review and update content based on user feedback and support requests. Set up a consistent digital workflow for continuous updates so documentation stays relevant and reflects the latest changes.

Make documentation easy to access

Put all guides in one place, like a website that’s easy to use. Provide search features, filters, and categories to help users find answers quickly. Offer multiple formats, such as PDFs, interactive guides, and video tutorials, to meet different learning styles. Ensure mobile-friendly access so users can get information anytime, anywhere.

Why do product documentation projects fail?

Documentation projects can fail without good management. Problems can come from inside or outside the company.

Let’s explore the most common reasons why product documentation efforts fail.

Lack of clear ownership and strategy

Without a good plan, guides can become outdated or wrong. When no one is responsible for maintaining it, updates are missed, and information becomes unreliable. A strong process with clear ownership ensures that documentation stays accurate and useful.

Poor integration with product development

Update guides when you update the product. Don’t leave them as the last step. When writers are not included in development discussions, key details may be missing. To prevent this, documentation should be part of the product workflow, with regular updates alongside product releases.

Difficult access and low adoption

Even well-written documentation fails if users can’t find or understand it. Complicated navigation, lack of search features, or unclear language make it hard for users to get the help they need. Good documentation should be easy to find and use. This helps make sure it works well for everyone.

Product documentation use cases

Good documentation helps everyone use products better and make fewer mistakes. It improves efficiency, reduces mistakes, and helps businesses succeed. Here are examples from different industries.

Software as a Service (SaaS)

Scenario: A SaaS company wants to reduce customer support requests.

Method: It creates a help center with guides, FAQs, and video tutorials for successful software implementation and user adoption.

Outcome: Customers find answers on their own, leading to fewer support requests and faster onboarding.

Manufacturing

Scenario: A factory needs clear instructions for assembling and maintaining equipment.

Method: It provides manuals with step-by-step assembly guides, maintenance tips, and troubleshooting steps.

Outcome: Workers make fewer mistakes, equipment lasts longer, and operations run more smoothly.

Healthcare technology

Scenario: A healthcare tech company needs hospitals to use its devices correctly.

Method: It provides setup instructions, safety guidelines, and training materials.

Outcome: Medical staff use the devices properly, improving patient care and following safety rules.