Documentation Plans Creating Docs That People Actually Read
A friend in Product said to me last week: "Our documentation is like a library no one visits. We have 500 pages of guides, but users still call support for basic questions." I've seen this pattern so many times. Teams create documentation plans that focus on completeness—covering every feature, edge case, and API endpoint— but forget that people need quick answers, not encyclopedias.
Something I read on Reddit made me think about this differently. A developer posted about how their team's docs went from ignored to indispensable when they started with user questions instead of product features. "We ask what users struggle with, then document those pain points," they explained.
The issue? Most documentation plans are feature-driven, not user-driven.