Developing documentation to accompany your software product may be intimidating, but it can also be the most effective way to ensure your users’ success. With great SaaS documentation, you’re not just describing your features; you’re also minimizing support tickets, improving user experience, and letting your product shine.

Let’s take a look at how we can write Documentation that is clear, helpful, and even fun.

1. Know Your Audience

Before writing, ask yourself:
Who is going to read this?

• Application Users want quick and easy steps for accomplishing tasks.
• Developers will want a greater level of technical detail, examples, and code samples.
• System Admins need to know about installation, configuration, and security features.
• Management wants to understand the value of the product and the associated return on investment.
• Adjust the voice and your intent, depending on the audience and their needs from the documentation.

2. Define the Scope and Structure

Start with determining what characteristics you will document. Will you have installation instructions, explanation of application features, troubleshooting instructions, or API references? You could also prepare a user guide to help respond to the most frequently asked questions. Once you determine what you will document, assemble everything in a logical flow, starting with superficial concepts and ending at advanced features.

How to Write Documentation:

Sample Structure: Core Features → Advanced Usage → Troubleshooting → API Docs

3. Use Simple, Clear Language

When you write how to use product features, write in simple language. Make it relatable. Each sentence should be easy to read and you should always have the user in mind. This not only allows for better clarity, but it also gets to the point quickly without unnecessary word fluff.

4. Include Visuals

A picture is worth a thousand support tickets.

• Use screenshots to show anything the user may see inside the UI
• Use diagrams to show any architecture
• Use GIFs to show animation or transitions

5. Provide Step by Step Instructions

As you describe features, provide materials using step-by-step methods to ease into the more advanced ways of using them. This will help the User know exactly what to do, without making them feel frustrated.
Break tasks down into clear steps. Numbered lists are very helpful.
Example: How to Add a New User

1. Go to Settings
2. Click "Users"
3. Click "Add New"
4. Fill in user details
5. Click "Save"

6. Add Examples

Whatever type of documentation you are writing, from API code snippets to real life workflows, real-life actual examples of how things work make it more tangible and easier to understand.

7. Keep Everything Consistent

Keep formatting, terminology, and style consistent. Be consistent with headings, colors, and iconography. This will also help your documentation feel reliable, professional, and makes sense. If you work as part of a larger team, consider putting together a style guide.

8. Keep it Up to Date

No one wants to read obsolete documentation! The docs should be updated on a regular basis, especially when you release a new feature or interface.

9. Make it Searchable

Search is the pathway to usability:

• Add fuzzy search and auto complete.
• Add metadata, tags, and semantic keywords.
• Structure the content using breadcrumbs and anchor links.

10. Collect Feedback

Encourage users to comment or suggest improvements. Documenting feedback loops allow you to go back to your documentation and keep sustaining improvement.

Think of Documentation Like a Product

• Documentation isn't just a support process, it's part of the product experience.
• Don't Wait: Write documentation during product design and development instead of waiting till after launch.
• Focus on the user: Document design has a UX design focus, using clips, wireframes, user testing and feedback loops.
• Iterate: Documentation should be treated like a live product. Plan sprints and releases.
• Measure impact: keep track of user engagement - search queries, support deflects, etc.
• Promote it: Make it easy for the user to use the documentation - link to docs in onboarding emails, dashboards, and tooltips.

Conclusion

Good SaaS documentation is more than just a manual; it helps create a gratifying customer experience that eliminates frustration, improves adoption, and keeps users returning.
If you take the leadership of using these strategies and tips you can document and adopt product empowerment documentation that will grow with your product.