Documentation Design That Reduces Support Costs
Every support ticket your documentation could have answered costs you money and frustrates your customer. We design documentation portals with clear navigation, effective search, and structured content that helps users find answers independently.
of words on a page are actually read -- documentation must be scannable and structured for findability, not just comprehensive
NNGroup, 2008
Documentation Design
What's Included
Everything you get with our Documentation Design
Documentation Portal Design
Complete docs portal with category navigation, search functionality, article templates, and responsive layout that works across all devices
Article Template System
Reusable article templates for how-to guides, API references, troubleshooting pages, and conceptual overviews that maintain consistency across your entire knowledge base
Search & Navigation Design
Search interface with autocomplete, category filtering, and related articles that surfaces the right content in seconds rather than forcing users to browse manually
Our Documentation Design Process
Content Audit & User Research
We audit your existing documentation, analyze your most common support tickets, and study search queries within your current docs. This reveals what users look for, what they cannot find, and where the gaps between existing content and user needs are largest.
Information Architecture
We organize documentation around how users think about problems, not how your product is structured internally. Categories reflect user tasks and goals. Navigation paths follow common question sequences. The structure makes browsing intuitive for users who do not know exactly what to search for.
Template Design & Portal Build
We design article templates for each content type: step-by-step guides, API references, troubleshooting trees, and conceptual overviews. Each template uses consistent heading structure, code formatting, and visual hierarchy. The portal design integrates search, navigation, and feedback mechanisms.
Launch & Effectiveness Measurement
We launch the documentation portal with search analytics and article feedback tracking. Post-launch, we analyze which articles get the most views, which searches return no results, and which articles receive negative feedback -- providing a clear roadmap for content improvement.
Key Benefits
Lower Support Ticket Volume
Every question your documentation answers is a support ticket that does not get filed. We design documentation where the most common questions are the easiest to find, search results are accurate and specific, and article layouts make the answer visible within seconds of loading the page. Clients typically see measurable support volume reductions within the first quarter.
Faster User Self-Service
Users prefer to find answers themselves. When documentation is well-organized and searchable, users get unblocked faster than waiting for support. This improves their product experience and reduces the frustration that contributes to churn. Good documentation is a retention tool disguised as a help resource.
SEO Value From Technical Content
Documentation pages rank in search for product-specific queries, troubleshooting searches, and comparison terms. Well-structured docs bring organic traffic from users already searching for solutions your product provides. This creates an acquisition channel from content you need to write anyway.
Research & Evidence
Backed by industry research and proven results
Content Reading Study
Users read only 28% of words on a page
NNGroup (2008)
UX ROI Study
Every $1 invested in UX returns $100 in value
Forrester Research (2016)
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Turn Documentation Into a Support Cost Saver
Free consultation. No commitment. Get a custom saas design strategy in 24 hours.
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