Background
- Project: Knowledge Base/Help Center
- Client: World Fuel Services
- My Role: Technical Writer
- Objective: Create a knowledge base/help center that hosts simple software tutorials for clients to successfully use fbo360 (platform that streamlines aviation operations)
- Stakeholders Involved: Web designers, business analysts, product managers, and client onboarding specialist
- Tools Used: ClickHelp
Process
- Determined which knowledge base/help center platform provided essential features for clients (e.g., user-friendly interface, single sign-on authentication, search engine capabilities, video hosting, collaboration tools)
- Engaged with stakeholders to determine which product features to document for end users (e.g., initial setup, invoicing, inventory management, equipment setup)
- Documented procedures in ClickHelp by using actionable and useful content, visuals, and design elements (e.g., infotips, bullet points, images)
- Highlighted knowledge base progress during sprint review meetings by showing the development of new content and features
- Received feedback from team members and end users
- Implemented feedback and managed the implementation of content updates