I led the implementation of a Content Management System (CMS) to modernize and streamline the creation and maintenance of technical documentation for SOPHiA GENETICS' SaaS platform products. This initiative enabled single sourcing, collaborative authoring, structured change management, and reliable updates synchronized with the company's three-week product release cycle.
Challenge
The existing documentation process was fragmented and inefficient. User manuals lacked clear ownership, resulting in inconsistent maintenance and irregular updates. Content was managed in Word, causing multiple versions, duplicated information, and frequent inconsistencies. Updates to shared content were not systematically reflected across all documents, leading to outdated or contradictory information. Supporting frequent branding updates was a key driver for this transformation. For example, a major company rebranding required changes to logos and visual identity across all documentation. With the old Word-based process, this effort took over 60 employees more than nine months to complete. Additionally, company acquisitions introduced new products and documentation formats, making it urgent to standardize structure, style, and branding across the entire portfolio.
Solution
Conducted extensive user research with healthcare professionals to understand pain points. Redesigned the platform as a modern web application with streamlined workflows, improved information architecture, and responsive design.
Research & Implementation
After researching available solutions, I selected and led the implementation of MadCap Flare as the documentation CMS.
Content Import
Existing technical content was imported and reorganized into a single-source, structured model.
Brand Alignment
I led a comprehensive harmonization effort, standardizing style, formatting, and content structure to align with company branding and enhance readability.
Processes Implementation
Simultaneously, I designed and implemented a new documentation process: defining style and tone guidelines, establishing an authoring workflow, and formalizing collaboration among technical writers, marketing, product managers, and technical leads.
Output Definition
The documentation output was configured to support both PDF and HTML formats, and the online help was embedded directly into the SaaS platform for easy user access.
Document Publishing
Finally, I implemented a publication and validation workflow in Veeva, enabling controlled review cycles and instant publication of approved updates.
Result and Impact
This initiative significantly improved documentation quality, consistency, and operational efficiency. It reduced dependency on development teams, ensured consistent style and tone across 6 SAAS products, and enabled documentation updates to be delivered in sync with every product release. It also introduced the platform's first integrated online help experience. As a measurable outcome, improved documentation and faster updates contributed to a 30% reduction in support tickets, while increasing overall usability and customer satisfaction.