How to create a knowledge base for an adaptable product
We built a product with many capabilities, how can we support customers both old and new in the discovery of its features?
Product Management
How to create a knowledge base for an adaptable product
The first question almost always is, how can people discover my API(s)? So we built a portal solution, and now people can discover your API(s). But that, was years ago.
Over time, the questions continue: The people using our APIs are forming a community, how can we support them? We would like to implement an API management system, how can we integrate this? We are improving our support services, does the portal have help center capabilities?…
The product adapted and evolved. Capabilities doubled, tripled, and sometimes even grew exponentially.
Today, our problem is not much different than that first question. We built a product with many capabilities, how can we support customers both old and new in the discovery of its features?
A developer portal product solution is built to cover a wide array of needs. Like with a car, you’re not going to turn on every feature all at once — you enable what you need, as you need it. A product that adapts and evolves with you as your products and market grow.
To create a knowledge base involves bringing all your stakeholders to the table. You need to have a solid grasp of the knowledge of your product or APIs from your architects, product owners, support, through to technical writers, usability experts, and sales. Most of all you need to understand how your customers approach your product. Differentiate between the language of your developer team and pass it through a thick filter for how that translates upwards and outwards to a customer.
Figure out the best way of presenting this information. You’re going to go through at least 5 iterations before you find success. I started with a list of features. Then I turned around and started writing all the ways people seek out our product and all the ways in which people can use the product. I realized I needed to talk to more people. I realized it was impossible to get a perfect list.
Start somewhere. Every piece of data or description you collect is valuable. I found myself exploring new parts of our product and new use cases that I had never thought of. We’ve had so many interesting customer needs resulting in different worlds of possibility.
Adapt & Iterate. Once you settle on a path. Take it until it no longer serves its purpose. My list continued to grow. Initially I had a mental image of a ‘Choose your own adventure’ type of booklet. It made sense in the moment. It very quickly stopped making sense. Ask a lot of questions and value the people who will ask the tough ones. Listen.
Try it out. Once you’ve hit all the major use cases, go live with your knowledge base. Keep adding to your body of documentation. Get customer feedback. Is your sales team riding high? Are your architect’s walking around with smiles? Do your developers sleep soundly at night? Check back with your people and listen. Never stop evolving.
