Indeed. We have simple process to create maximum support impact with minimal effort in documentation.
With every support request we ask ourselves: Why is this person contacting us? Is there a simple ui change or wording to prevent confusion. Basecamp coined the term "wordsmithing" for this endless process of fine tuning. [1]
Only after we are happy with the amount of support request a feature generates, we document it.
Doing it this way has a couple benefits. You kind of create a long term user test. You can't spoil the user with knowledge from documentation. There is no way you can give hits to the user to perform a the task. With every support request you can multi variant test your explanation.
With every support request we ask ourselves: Why is this person contacting us? Is there a simple ui change or wording to prevent confusion. Basecamp coined the term "wordsmithing" for this endless process of fine tuning. [1]
Only after we are happy with the amount of support request a feature generates, we document it.
Doing it this way has a couple benefits. You kind of create a long term user test. You can't spoil the user with knowledge from documentation. There is no way you can give hits to the user to perform a the task. With every support request you can multi variant test your explanation.
[1] https://signalvnoise.com/posts/3633-on-writing-interfaces-we... (2013)