The Role of Documentation in Digital Adoption with Maiken Blok

Introduction

This episode of the Digital Adoption Show features Maiken Blok, Senior Manager of Technical Documentation at BK Medical. With a master’s degree in technical communication and localization from the University of Strasburg, Mike brings extensive expertise in technical documentation and its role in digital adoption.

Documentation as a Safety Net

“We aim at making it so good that the documentation isn’t needed, but on the other hand we really want to help people if they get stuck.”

• While products should be intuitive, documentation serves as crucial support when users encounter difficulties
• In some cases, documentation is a legal requirement

Cultural Impact on Documentation

“Culture impacts everything we do… we don’t go to work as robots, we are whole human beings.”

• Different cultural contexts affect how information should be presented
• Considerations include high/low context cultures and color symbolism

User-Focused Content Creation

“The more we know as content creators, the better we can tailor the documentation.”

• Understanding user context and environment
• Importance of user testing
• Multiple format offerings (written guides, videos, in-app guidance)

Measuring Documentation Success

• Track user behavior and guide completion rates
• Monitor support ticket reduction
• Analyze user feedback and implementation

Success Story

Mike shared a case study where implementing proper documentation and digital adoption platforms resulted in:

• 30-40% reduction in support tickets
• Improved customer satisfaction
• Better resource allocation for customer success teams
• Increased user exploration of additional product features

Conclusion

The discussion emphasized the critical role of well-designed documentation in digital adoption, highlighting the importance of user feedback, cultural considerations, and continuous improvement in documentation strategies. The success of digital adoption solutions heavily relies on understanding user needs and creating accessible, relevant content that enhances the user experience.