Medispend Case Study -
Y Point Documentation Excellence

Y Point Technical Writer Team

The Y Point Technical Writer Team plays a crucial role in supporting MediSpend’s products and services by producing and maintaining a wide range of documentation and content. These efforts aim to enhance the user experience and provide valuable resources for customers and internal teams. The team’s responsibilities include:

  • User Guides/Manuals: The team is responsible for creating user-friendly manuals and guides that provide clear instructions on how to use our products effectively. These materials are essential for ensuring that customers can make the most of what we offer.
  • Technical Documentation: In addition to user guides, the team also produces in-depth technical documentation for internal use. This documentation is invaluable to product and development teams, providing the detailed information they need to build and improve our products.
  • Online Help and FAQs: The team develops online help resources and Frequently Asked Questions (FAQs) to assist customers in troubleshooting issues they may encounter while using our products. This support material helps reduce the burden on customer support and enables users to find solutions independently.
  • Training Materials: The team designs training materials, tutorials, and videos to educate users and employees. These materials are critical for ensuring that individuals have the knowledge and skills needed to utilize our products effectively.
  • Revision and Updates: Keeping documentation current is a continuous effort. The team continuously updates and revises existing documentation to reflect product changes and improvements. This ensures that users always have access to accurate and relevant information.

Current State of Technical Writing at Y Point

When the Technical Writing team started at MediSpend, the state of Tech Writing was suboptimal. The following issues were identified:

  • Outdated Content: The documentation contained a significant amount of outdated and archived content. This created confusion among users and needed clean-up and updates.
  • Style Inconsistencies: Inconsistencies in formatting, terminology, and style were found across various documents.
  • Release: The technical writing process was not streamlined to product releases.
  • Miscommunication: Since the team worked remotely there was miscommunication and a general lack of collaboration between the team members.

Improvements Made to the Company's Technical Writing Process

Since the technical writing team took over, they have implemented a series of improvements to enhance the quality and effectiveness of the technical writing process:

  • Content Updates: Outdated content has been systematically revised and kept up-to-date, ensuring that users have access to accurate and relevant information.
  • Standardization: The team established style guidelines and templates to ensure consistency across all documentation. This ensures a cohesive and professional look and feel for all materials.
  • Streamlined Processes: The tech writing process has been optimized for efficiency and effectiveness. This includes improved workflows and review processes to ensure a smooth and timely production of documentation.
  • Enhanced Collaboration: The team has fostered better collaboration between technical writers and other teams, such as developers and subject matter experts. This collaborative approach helps ensure that the documentation is accurate and comprehensive.

Better Organization of Tools

The technical writing team has organized and optimized the tools used in the documentation process, including:

  • Document Management: The team utilizes Confluence and SharePoint for centralized document storage, version control, and easy retrieval. These tools enable efficient management of documentation assets.
  • Editing and Review Tools: Microsoft Office Online, Smartsheets, and MadCap Flare are employed for collaborative editing, proofreading, and technical authoring. These tools facilitate teamwork in creating and refining documentation.
  • Publishing Platforms: Documentation is distributed through Confluence and the MediSpend online help portal, ensuring that users can easily access the information they need.
  • Communication Tools: Real-time team communication and collaboration are facilitated by Microsoft Teams and Slack. These tools ensure that the technical writing team can work together effectively and communicate with other teams as needed.

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