The Dark Matter of Documentation: Measuring and Optimizing the Content No One Sees
- Presentation
- Management & Leadership
- 11. November
- 10:00 - 10:45 AM (CET)
- C5.1
-
Paula Stern
- WritePoint Ltd.
Contents
What if the most important part of your documentation is the content users never need to read? This provocative presentation introduces the concept of "dark matter documentation" – the invisible support structures that prevent users from ever needing to consult help content in the first place.
In this presentation, we'll explore how documentation teams are shifting from measuring documentation usage to measuring documentation avoidance, and how this paradigm shift is transforming product design, UI copy, error messages, and traditional help content.
Learn how to instrument, measure, and optimize this invisible documentation ecosystem to dramatically improve user satisfaction while paradoxically reducing documentation engagement.
Takeaways
- Understanding of the counterintuitive relationship between documentation usage and user success
- Framework for identifying and optimizing dark matter documentation
- Strategies for building cross-functional partnerships
- And more
Speaker
Biography