Documentation Mage 🧙🏻♂️
Organization & Role Project In May 2020, I launched Heap’s brand-new Help Center. When testing the search experience for Help Center content (via the search bar within the Help Center and popular search engines like Google) I discovered there was a lot of room for improvement, and decided to kick off an SEO improvement project. …
Organization & Role Project I was hired to select a new CMS, oversee the CMS migration, and manage the CMS going forward. As part of this project, I also revised all existing content to have a unified voice per our in-house writing guide. Note: this was a 16-month long project broken up into multiple mini-projects. …
Organization & Role Project & Problem When I first joined Heap, there was no singular owner of Heap’s documentation, which meant there was no defined process for folks to request doc changes. Within my first 90 days, I created a simple, easy-to-use, and scalable docs request process. This allowed everyone at Heap to easily file …