Apidays Paris 2023 - Improving Your Documentation Using a Framework Built on Data Signals, Ioana Kanda and Miguel Martin Sioco, TomTom

Apidays Paris 2023 - Software and APIs for Smart, Sustainable and Sovereign Societies
December 6, 7 & 8, 2023

You Are Not Your User: Improving Your Documentation Using a Framework Built on Data Signals
Ioana Kanda, DevX Product Manager, TomTom
Miguel Martin Sioco, UX Researcher, TomTom

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Transcript

1. You are not your user Improving your documentation using a framework built on data signals Miguel Sioco Ioana Kanda UX Researcher Product Manager
3. expected != actual integration experience
4. This is what our perception was
5. This is what our customers were experiencing
6. Longer time to market Limited feature adoption Convey the importance of documentation Drive the ease of integration
7. Satisfaction using docs Conducting surveys Dogfooding Make changes based on direct feedback Asking for feedback Expert Reviews
8. 1. Show why documentation matters Create data insights to convey the importance of documentation improvements 2. Put the framework into action Setup feedback loops and involve product teams to improve on the data insights DOCS
9. What People Say What People Do What People Think & Make In-depth interviews Usability Tests Support tickets raised, Conversion behavior DOCS
10. INQUIRY METHOD 1 OBSERVATION METHOD 2 MEASURE ORIGIN / CONFIRMATION VARIABLE
11. What People Think and Make Support tickets raised, conversion behavior, etc. • Establish as a reference to the end user’s reality. • Springboard for deeper understanding of existing behavior and impact of the current experience. Hi, we’re getting blockers for X task. Can someone help us with this?
12. Customer-Lead Developer Customer – Product Manager Colleague – Sales Manager What People Say In-depth Interviews Can you walk us through how you go about task X? Customer – Lead Developer Can you share with us how you start with task X? Where does it begin? • Deep-dive inquiry on motivation, expectation, and intended impact. • Generate an understanding of the current experience’s impact to the end-user’s target outcome.
13. Participant View Audience 1 Audience 2 Audience 3 Participant What People Do Usability Tests Audience View Audience 2 Audience 1 Audience 3 Live-Stream Note Taker tool • Task-behavior observation at scale to bring in teams closer to the reality • Identify intent, rationale, and potential recovery routes expected with the documentation
14. Defining the Strategy Laying the foundation Framework in action Making it happen • Identify key metrics for documentation • Prioritizing a starting point to measure • Establish a continuous feedback loop • Remove identified critical issues found • Keep stability • Continuously improve on metrics Key Metrics in Focus Guiding our path • Integration time • Documentation quality score • Documentation freshness
15. Feedback Loop Our engine of progress Regular Validation Feedback Processing Active Ownership Integration in product lifecycle 1 4 2 3
16. Reduction of Integration Time 50% Data Product UX Engineering Established cross—team collaboration between
17. #DocumentationMatters