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I've written a variety of knowledge base documentation to provide step-by-step instructions for navigating complex software. My ability to synthesize technical concepts into concise, usable, and accessible content helps users self-serve. This reduces the time and effort spent by technical support teams to resolve customer confusion or frustration.

 

Topics I've tackled include customer permissions and access levels, single sign-on and integrations, email deliverability requirements, automated campaign builders, sourcing tools, and much more.

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Samples of my work

how-to guides

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I've compiled weekly release notes to highlight new features, announce partner integrations, and alert customers to impactful bug fixes. I utilize Jira cards and Zendesk support tickets to identify and track each week's releases across Engineering and Product teams. 

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Samples of my work

release notes

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In collaboration with Product Marketing, I created overview articles to champion new features, emphasizing how features enhance or replace existing workflows, guiding users to more detailed support documentation, and promoting customer excitement for our product in general.

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Samples of my work

feature overviews

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Partnering with Design, I've crafted user-friendly UX copy to foster intuitive user experiences in-app, editing textual elements like microcopy, buttons, tooltips, and modals. I work primarily in Figma to review product designs and understand user flows, then recommend copy to maintain brand voice and facilitate quick navigation through complex software.

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Samples of my work

in-app UX copy

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I have a breadth of experience applying style and brand standards across individual team and organization style guides. I can quickly adapt my writing style to produce high-quality technical documentation and UX copy that promote consistent voice, tone, and branding.

style guides

© 2024 by Paige York

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