Overview:
As a Senior Technical Writer at Formlabs, I managed the software docset for support.formlabs.com. My aim was to ensure that customers had the clear, accessible resources they needed to succeed. We forget that 3D printing is still an emerging technology! To this end, we would push to expand our content formats with video tutorials and improve our SEO through Salesforce keywords. 

As more products were released and we gathered customer feedback, it became clear that we would have to become more hands-on. Printers need repair and maintenance just like any other machine. To better understand the customer experience, we would dissemble the 3D printers and take notes of what to do versus what to avoid.These efforts not only enhanced usability by strengthening the customer experience, it helped our budgets by reducing support overhead.

Highlights:

• Tested repair procedures on 3D printers to gain hands-on experience and determine troubleshooting best practice and create repair manuals.

• Provided error message strings and thirty-word snippets for touchscreen displays.

• Performed support site content audits emphasizing short read times, animated GIFs, integrated iFrame widgets, and self-help tool trees.

• Conducted external and internal user tests for our support website.