Content Strategy
Migration guide
The problem
Code42 released a new endpoint agent (app) with multiple benefits for users, such as a lighter-weight footprint and enhanced functionality. Benefits to Code42 included lower maintenance costs.
However, customers using older agents needed to take manual steps to migrate to the new technology. We needed to move from a high-touch model with customer-facing teams to a self-service model in which customers could complete the process themselves.
Professional services proposed creating one comprehensive, 8-page article guiding customers through this complex, multi-step process.
My role
I acted as subject-matter expert on my team for this migration process and owned the related in-product content and support site documentation. I worked with engineering and professional services to understand the process.
The plan
Split the content into multiple articles for each sub-process
Create an overview article outlining the steps, with links to separate articles with additional details
The process
Got buy-in from our professional services team on breaking up the content to be more scannable and easily digestible
Reiterated that large blocks of text on webpages are overwhelming to users, and that users would likely get lost navigating long, complex content
In the absence of time or resources to conduct tests ahead of launch, assured the team that we could try this approach and iterate on it as we got feedback from users
Discussed a more ideal process with my manager, for example:
Work with professional services to understand the problem and desired outcome
Content team proposes a solution
Once agreed upon, content is drafted and published
The result
Delivered an overview article, outlining the steps and with links to detailed process information (see below)
Leveraged and updated existing content on the site to avoid duplicating content and creating future maintenance challenges
Content leadership and professional services leadership met to discuss a smoother process going forward
