This case study describes how our technical writing team is working with a clinical AI SaaS company to create effective user and technical documentations for their AI-powered medical imaging solutions.
For the past two years, a dedicated team of 2 technical writers:
- Has refined documentation processes and deliverables to improve efficiency and effectiveness.
- Has updated existing documentation to ensure complete coverage, remove redundant content, and improve usability.
- Is creating user and technical manuals for new products
- Is updating user and technical manuals for new releases of existing solutions
- Is managing updates to localized content
The Client
Our client is a leader in AI-powered medical imaging solutions that assist physicians in precise and timely diagnosis. The client has earned a reputation for harnessing advanced visualization techniques to serve the imaging requirements across neurology, cardiology, pulmonology, vascular surgery, radiology, and more.
The Requirement
The client had a lone technical writer working on the project. However, as the product portfolio and market share grew rapidly, so did the client’s documentation requirements. The client approached ibruk Consulting to setup a dedicated offshore technical writing team to support their documentation requirements.
The Scope of the Technical Documentation Assignment
We started the project with a single technical writer working from the India offices of ibruk Consulting and then added another technical writer after a few months. Initially, the client wanted the technical writing team to just update the existing documentation for one solution to match the functionality available in new releases.
During this initial phase, the technical writing team found that the existing documentation needed significant upgrades to ensure it:
- met the needs of the target audience
- was consistent in language, structure, and presentation
- used simpler language to improve usability
- was comprehensive and did not have missing content
- could be easily localised
The Technical Documentation Solution
The technical writing team began by analyzing existing documentation and intended audience to:
- redefine scope of each document
- create a content structure for each document
- identify missing and redundant content
- update the existing Adobe FrameMaker templates
The team then worked closely with product team to develop new versions of the existing documentation that included:
- User Manual
- Administrator Guide
- Service Manual
In this process, the technical writing team ensured that documentation was:
- consistent in structure, language, and formatting
- easy to update, translate and localize
When the client developed a new solution, the ibruk Consulting team was tasked with developing the user and technical manuals for the solution.
The Result
- Significant increase in customer satisfaction because of the simplified, user-focused, easy to use documentation.
- Faster onboarding of customers.
- Reduction in customer support requests.
- Time needed to update the manuals with localized/translated images reduced by 80%.
- Time needed to update manuals with content for new releases reduced by 50%.
Want to know more about our technical writing services? Mail us on info@ibruk.in or call us on +91 9820054581.