Linda Spiller | Portfolio
Onboarding docs for new platform tool

Project: Protect Platform - Flow Builder tool for a SaaS company.
Role: Technical Writer and Product Documentation Owner.

Type: Onboarding documentation for a new platform tool.
Audience: Developers, fraud teams, product teams, and risk analysts.
Format: Seven guide pages, two reference pages, 12 support center pages, one change log post, and updates to index pages, and the Developer Docs landing page banner
Tools: ReadMe, Stoplight, Git, Bitbucket, Mermaid.js, Visual Studio Code, Notion, and Jira.
Website URL
Changelog

Overview

One of my last projects at Telesign was launching onboarding and user documentation for a new type of product. The Flow Builder tool was the first tool added to its new low/no-code Protect Platform. Unlike most products, Flow Builder was intended to assist fraud teams, product teams, risk analysts, and their developers in creating, customizing, and managing risk-based logic using two of Telesign’s older products, Phone ID and Intelligence, while supporting third-party data sources via API integration.

Although the Protect Platform itself provides a no-code experience, customers need to use two APIs—one for the platform’s authentication and one to initialize the flow created by the customer’s non-technical team members. Due to the complex audience needs, I created new concept pages, how-to pages, and API reference pages. Additional Q&A Support Center pages answered questions about using the no-code platform for non-technical team members. Since the new Protect Platform is likely to undergo additional UX changes in the near future, I focused the new documentation on the Flow Center tool with additional supporting pages on the platform’s basic features and authentication requirements to help limit the number of future updates required. This project, which took about a month to complete, included 22 new pages and updates to index pages.

Protect Platform and Flow Builder documentation

Key tasks I did:

Held kickoff meetings to scope the project and learn about its new authentication method.
Reviewed the internal Notion documentation and PDFs to divide the content by type and audience.
Drafted new how-to guides and conceptual information.
Updated Mermaid.js diagram using Draw.io.
Researched Stoplight options for new token authentication.
Created new API reference pages using Stoplight.
Tested the OpenAPI JSON files to verify that the authentication displayed and functioned correctly in a ReadMe demo project.
Collaborated with engineers, SMEs, and its product manager to develop content.
Drafted a change log post and collaborated with the product manager, web experience manager, and marketing teams to update the landing page and other materials.
Developed questions and answers for support center articles. Created articles using Salesforce Knowledge Base. Worked with the product manager to finalize content.

What I learned:

Learned how to include token authentication in Stoplight that didn't interfere with the existing custom CSS used for the other forms of authentication used for the other reference pages.
Gained extensive experience using a demo ReadMe project to manually upload API spec files for review and testing.
Collaborated with new teams and SMEs.
Learned how to document no-code platforms.

Impact:

Successfully launched the Flow Builder documentation on time.
Enabled Sales and Customer Success to support customers.
Eliminated the use of internal PDFs that couldn't be shared with customers.
Developed a comprehensive documentation set for a new platform that can be easily added to in the future.