Expanding Product Knowledge

Context & Challenge

During my time leading Documentation at Intellum, the company acquired a cutting-edge content authoring tool, Evolve. Similar to Intellum’s flagship product, Evolve lacked structured documentation. Alongside documentation development, Evolve also needed to be integrated into the existing Intellum knowledge base. The challenge was to ensure seamless integration while maintaining consistency in terminology, formatting, and user experience across all product content.

Approach & Execution

I led the documentation integration effort, collaborating with Evolve Product Managers, Engineers, and Quality Assurance teams to gather key product details and use cases. I developed a structured content migration plan, aligning Evolve’s product documentation with the knowledge base framework I designed for Intellum. I also implemented a feedback loop with internal stakeholders to refine content and address gaps before the product acquisition announcement and subsequent releases.

Outcome & Impact

The fully documented product launch resulted in a 56% increase in customer inquiries related to the new product. Internal teams and Evolve users now have a clear reference for troubleshooting and advanced utilization, improving efficiency across Support and Customer Success. The standardized documentation process also serves as a repeatable framework for future product integrations.