Updating TinyPulse help center documentation
Overview
I was the Technical Writer on a project to update TinyPulse help center documentation. TinyPulse was a company purchased by WebMD Health Services that helps companies measure workplace culture, gather anonymous employee insights, and improve retention and team performance.
After a number of UI and UX updates to the TinyPulse platform, the help center documentation was out of date.
What I did
- I always start the discovery and research phase by gathering everything I can about the current condition of the articles and what we know so far. What does user research tell us about the article usage? How much updating will be needed for the articles?
- I gathered the top viewed articles and made a list of the main ones to focus on updating first. I also met with TinyPulse partners to make sure I understood who to talk to as I had technical questions.
- I dug into the TinyPulse platform itself to study up on how the user experience worked.
The work
I worked with my main TinyPulse partner to create a giant spreadsheet of all the articles, what was needed to update them, statuses, brand and editorial reviews and what was live versus in draft, etc. (This is just a blank spreadsheet since I don’t have the one I made but it was so beautiful. You would have loved it!)
I also found and studied the TinyPulse style guide and other resources to make sure the new help center articles had the right terms and language.
After digging into the articles, I found that some articles were written to the wrong audience. For instance, articles in the “Getting started as an employee” had entire sections addressed to admins and how to use the admin view. I fixed all the articles so they addressed the right audiences and moved the sections around into the right articles.
I also found the screenshots (tons of them!) that were throughout the articles showing how to use the product were out of date. This wasn’t in scope so I worked with my partners to add this to the scope and make sure the screenshots were all updated.
An example of one of the final articles rewritten. I don't have the before and after, but this updated version explained a major pain point in much more plain language. Users were worried about whether their survey responses were anonymous and this article was one of the more popular ones because of that.
Business results
The most popular articles were updated with all new accurate screenshots, terms, and plain language and detailed explanations of how to get the most out of the product from an employee or admin!