How to Write Great Software SaaS Documentation
When it comes to SaaS products, user experience is paramount, and comprehensive, well-written product documentation is no longer a luxury — it’s a necessity. Effective documentation not only empowers your users to get the most out of your product, but it also reduces support costs, improves customer satisfaction, and drives overall business growth.
In this guide, you’ll learn the essential elements of top-tier SaaS product documentation, step-by-step instructions on how to create it, and expert tips to ensure your documentation is a valuable asset to your company and your customers.
The must-have sections when creating SaaS software documentation
Creating effective SaaS documentation requires a well-rounded approach, addressing the diverse needs of your users.
Let’s have a look at a breakdown of the essential sections to include:
1. A ‘Get Started’ guide
A concise and user-friendly “Get Started” guide is important for onboarding new users quickly and smoothly.
This section should include step-by-step instructions on setting up an account, configuring basic settings, and completing their first key actions within the software.
Consider highlighting quick wins or showcasing immediate value to engage users right from the start.
2. User interface documentation
You also need to describe and showcase each UI element (buttons, menus, forms) in detail, explaining its function and how to interact with it. It’s a good idea to use screenshots or short videos to visually illustrate the UI and provide context for users who learn best through visuals.
3. Search functionality
When it comes to self-service documentation, a robust search feature is a must-have. Users should be able to quickly find answers to their questions without sifting through pages of content.
Implement a search bar that is easy to locate and use, and ensure your documentation is indexed and searchable by relevant keywords and phrases.
3. Easy and accessible information architecture
Make sure you organize your documentation into a logical hierarchy with clear categories and subcategories. You can use a table of contents, intuitive navigation menus, and cross-linking to guide users through the content.
A sitemap or visual guide will also go a long way in helping users understand the structure of your documentation at a glance.
4. System requirements section
Clearly state the hardware, software, and browser requirements for your SaaS product. This will help your users avoid compatibility issues and ensure they have a smooth experience. Include information on supported operating systems, browsers, minimum hardware specifications, and any necessary plugins or software.
5. Visuals (Images, videos, screencasts, audio)
Incorporate visuals to enhance user understanding and engagement. Screenshots can illustrate UI elements, while short videos or screencasts can demonstrate workflows and processes.
If applicable, use audio narration to guide users through complex procedures. Also make sure that all visuals are high quality, clearly labeled, and relevant to the accompanying text.
6. API documentations
If your SaaS product offers an API, comprehensive documentation is crucial for developers. Always provide clear instructions on how to authenticate, make requests, and handle responses.
Include code samples, examples, and detailed explanations of each endpoint, parameter, and data model. You should consider using an interactive API explorer to allow developers to test API calls directly from the documentation.
7. FAQs and troubleshooting guides
To reduce support tickets, proactively address common user questions and issues by creating a comprehensive FAQ section. Organize FAQs by topic or category and provide clear, concise answers.
Additionally, you should create troubleshooting guides for common problems and offer step-by-step solutions and workarounds. This will empower your users to resolve issues independently and reduce the burden on your support team.
8. Glossary (Integrations business glossary)
Make sure you define key terms, acronyms, and jargon specific to your product or industry. This will ensure that all users, regardless of their technical background, can understand the documentation.
A good way to approach is this is including a glossary section with alphabetical entries and clear definitions. Consider linking glossary terms directly to relevant sections within your documentation.
9. User-centric language
Always, and I repeat always, write in plain language that is easy for users to understand. Avoid technical jargon, complex sentence structures, and industry-specific terms that might confuse non-technical users.
Make sure you use active voice, short sentences, and clear headings to make your documentation concise and scannable. Focus on user goals and needs, rather than technical details.
10. Mobile-friendliness
Ensure your documentation is accessible and easy to use on mobile devices. This means optimizing layouts, fonts, and images for smaller screens.
Consider using a responsive design that adapts to different screen sizes. Always test your documentation on various mobile devices and browsers to ensure a consistent user experience across platforms.
11. A ‘Best Practices’ section
Highlight best practices for using your software to achieve specific outcomes. Consider sharing tips, tricks, and workflows that can help users maximize their productivity and efficiency.
This section can be a valuable resource for both new and experienced users, offering insights that go beyond basic functionality.
12. A ‘Feedback’ Section
Empower users to provide feedback on your documentation by including a feedback form or survey at the end of each page or section. Ask your users to rate the helpfulness of the content and provide suggestions for improvement and actively monitor feedback and use it to refine your documentation over time.
13. Use cases and examples
Illustrate how your software can be used in real-world scenarios by providing use case examples. These examples should highlight specific features, workflows, or integrations and demonstrate how they can solve common problems or challenges. Use case examples can be particularly helpful for users who are new to your product or industry.
Steps on how to write good software SaaS documentation
Creating effective SaaS product documentation involves a structured approach, from gathering information to ongoing maintenance.
Here’s a step-by-step guide to help you create documentation that empowers your users and enhances their experience:
1. Content plan & structure for SaaS documentation
Before diving into writing, create a comprehensive content plan. Start by defining your target audience: Who will be using your documentation? What are their goals and pain points?
Next, outline the goals of your documentation. What do you want users to achieve by reading it?
Finally, identify the types of content you’ll need to create, such as user guides, tutorials, FAQs, and API documentation.
2. Collect information
Gather information from various sources to ensure your documentation is comprehensive and accurate.
One way to do this is by leveraging your test logs, which provide a valuable record of user interactions and potential issues.
You can also conduct interviews with product managers, developers, and support staff to gain in-depth knowledge of the software’s features and functionality. Consider surveying users to understand their needs and expectations from the documentation.
3. Decide how you are going to host the documentation
Choose a hosting solution that aligns with your budget, technical expertise, and scalability needs. Here, you have three primary options:
- DIY (Do It Yourself): Build your documentation platform from scratch. This offers complete control but requires significant technical expertise and is more costly.
- CMS (Content Management System): Utilize a CMS like WordPress or Drupal to create and manage your documentation. This provides flexibility and ease of use but may require customization for technical content.
- Cloud Hosting: Use a dedicated documentation platform like Document360 or HelpDocs. These platforms offer specialized features for documentation, but may come with a subscription fee.
4. Structure your content
Organize your documentation into a hierarchical and logical structure. Start with broad categories and subdivide them into more specific topics. Utilize a table of contents, intuitive navigation menus, and cross-linking to facilitate easy access to information.
Ensure your structure aligns with the user journey that was created during product development, addressing their needs as they progress from novice to expert.
5. Create the Skeleton of Your Documentation
Before adding content, create a basic framework for your documentation. This involves setting up the structure within your chosen hosting platform.
If using a CMS, create pages and categories for each section of your documentation.
If building your own platform, create the necessary files and folders to organize your content.
This step provides a visual representation of your documentation’s structure.
6. Start to write your user guide
Begin writing your user guides, focusing on clarity, conciseness, and accuracy. Each guide should have a clear objective and cater to a specific user persona or use case.
Structure your guides with clear headings and subheadings. Use numbered lists for step-by-step instructions and bullet points for key takeaways. Incorporate relevant screenshots and visuals to enhance understanding. Avoid jargon and technical language, opting instead for plain, user-friendly language. Break down complex concepts into simpler explanations and provide examples to illustrate your points.
7. Review
Thoroughly review your documentation for grammar, spelling, and punctuation errors. Ensure all links are functional and navigation is intuitive. Test all features, such as search functionality and interactive elements.
Also get feedback from colleagues, stakeholders, and potential users to identify areas for improvement. This helps ensure your documentation is polished, professional, and user-friendly.
8. Determine how you’ll maintain the documentation
Establish a process for updating and maintaining your documentation. As your software evolves, so should your documentation.
Assign responsibility for updates, whether it’s a dedicated technical writer or a team effort. Regularly review user feedback and analytics to identify outdated or unclear content. Set a schedule for periodic reviews and updates to ensure your documentation remains accurate and relevant.
Tips for great SaaS documentation
To truly elevate your SaaS documentation, consider these additional tips that go beyond the basic must-haves:
- Consistency is key: Maintain a consistent style guide for formatting, tone of voice, and terminology across all your documentation. This creates a seamless user experience and reinforces your brand identity.
- Interactive elements enhance engagement: Incorporate interactive elements like video tutorials, demos, and quizzes to make learning more engaging and enjoyable. Interactive elements can also cater to different learning styles, making your documentation more accessible to a wider audience.
- Personalize for different user segments: Recognize that not all users have the same needs or level of technical expertise. Tailor your documentation to different user personas, such as beginners, advanced users, or developers. This ensures that everyone can find the information they need, presented in a way that resonates with them.
- Measure, analyze, and improve: Implement analytics to track user engagement with your documentation. Monitor which sections are most visited, where users get stuck, and what search terms they use. Use this data to identify areas for improvement and prioritize updates. Actively solicit user feedback through surveys and feedback forms to gain valuable insights into their experience.
By following these additional tips, you can transform your SaaS documentation into a dynamic resource that not only informs but also delights your users, fostering a sense of loyalty and advocacy for your product.
Remember, great documentation is an ongoing process — continuously iterate and refine your content to meet the evolving needs of your audience.
Final Remarks
As we’ve explored, well-crafted SaaS product documentation is a powerful tool that drives user adoption, reduces support tickets, and ultimately, contributes to the success of your product. By investing in comprehensive, user-friendly documentation, you invest in your customers’ success and your company’s growth.
Remember, creating effective documentation is an ongoing process. Continuously gather feedback, measure results, and iterate on your content to ensure it remains a valuable resource for your users.
If you’re looking for expert assistance in creating or improving your SaaS product documentation, I’m here to help. With 4+ years of experience as a technical writer, I specialize in crafting clear, concise, and engaging documentation that empowers users and drives business results.
Ready to take your documentation to the next level? Let’s discuss your specific needs and how I can help you achieve your documentation goals. Visit my Upwork profile to learn more and schedule a consultation.
