User documentation that actually helps

I started working with Harri in August 2023 writing user documentation for their talent acquisition service. I review new features, enhancements, and fixes and keep the user documentation in line with new releases.

Through collaboration with SMEs, usually product managers, I write and publish how-to guides enriched with screenshots from the application. The guides are mainly targeted at the end user, but the customer support team also refers to them regularly.

On a regular work week, I perform the following tasks:

Review new features, enhancements, and fixes

Collaborate with SMEs to better understand what's new and what's in the development pipeline

Write new or update existing documentation

Review the information structure to understand where to plug in new articles

Publish approved articles to Zendesk

Review article metrics to understand how articles are performing and, hence, identify areas that require improvements

Review customer support requests for new articles/ article updates

The how-to guides I write for Harri are usually short and to the point. I spend more time reviewing features and updates, than in the actual writing. This ensures I have a clear understanding of what needs to be addressed and helps reduce errors. The SMEs I work with are very supportive, providing information and feedback in time.

Harri is an all-in-one talent acquisition and workforce management platform for the hospitality industry. You can use Harri to manage your job posts, interviews, onboarding, workforce management, employee engagement, and compliance. Harri serves over four million hospitality employees in over 55,000 restaurant and hotel outlets globally. Find out more about Harri

Let's talk🚀 I can write detailed user documentation to educate your users or concise step by step guides that help users troubleshoot their issues on a self-service basis. And it doesn't end with writing! I also conduct feedback and review article metrics to continually improve your documentation and ensure that each article can actually help users.