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Contents

From initial research to hands-on use and even support requests, users interact with your product documentation and knowledge through many different touchpoints. Each moment is an opportunity to provide clear, accessible knowledge that helps them succeed—and stay confident using your product. In this session, we’ll explore the key stages of the user journey, the formats and channels where users seek help, and how to ensure your content meets them where they are. Whether it’s training material, in-app guidance, documentation in your help center, or answers via AI, it's your job to make the right knowledge available—accurately, consistently, and in context.

Takeaways

• Meet users across formats and touchpoints.

• Keep improving—monitor, learn, update.

• AI shifts access, but accuracy still wins.

Prior knowledge

None