Main Takeaways: -How to use documentation for effective product development -Different product documentations during the product lifecycle -Document Templates to takeaway for your use

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Documentation as Product by Twilio Staff
Product Manager

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5. Documentation as Product
Abhijit Mehta | Staff Product Manager, Twilio Inc

6. How will we spend our time today?
Hi from Abhijit!
Product Development | 10K’
view
Let’s shuffle up a few things
Thinking Documents as
Product - Ship your
documents
Some Templates

7. Engineering
Sales
Product

8. Customer Engagement
Flex
London
USA, Spain, Estonia,
UK, Holland, India

9. Product Development | 10K’ view
Vision Requirements Release Feedback

10. It works, right !!

11. Vision Requirements Release Feedback
Make it easier for people to drink water
Ex. Research Topics :
- How many litres of water does one drink
- What time do people drink water - any pattern - is it before or after meal
- Ideal spacing to allow eliminating
- Split it by demographics
- Find target demographics - maybe working adults
- Research medical data to find recommended consumption
What research will you do? - Post it in live chat
- 1/2 litre glass
- steel, as cost effective
Do you think the research questions are usually influenced by
your version of the problem?
- I’d actually also love to use it for drinking tea
- You never asked me all the things i want to use the glass for
Ever faced this in your product development?

12. Vision Requirements Release
Feedback
?? ??
Feature Requests,
Bugs, surveys etc
Product Development | 10K’ view

13. Vision Requirements Release
Feedback
Feature Requests,
Bugs, surveys etc
Product Development | 10K’ view

14. Product Development | 10K’ view
Vision Requirements Release Feedback
Product
Strategy
Product
Requirements
Release
Notes
Public
Guides
Internal
Guides
Product
Requirements
Feature
Requests
Bugs
Release
Notes
Public
Guides

15. Most Common Product Documents
Product Strategy/Vision
Product Specification and Requirement(PRD)
OKR, KPI, Metrics
Pricing
Roadmap
Release Notes
Public Facing User Guides
Internal Guides - Sales,Support Enablement
Design and Prototype
User Journey and Maps

16. Ex. Research Topics :
- How many litres of water does one drink
- What time do people drink water - any pattern - is it before or after meal
- Ideal spacing to allow eliminating
- Split it by demographics
- Find target demographics - maybe working adults
- Research medical data to find recommended consumption
What research will you do? - Post it in live chat
- instruction manual
- 1/2 litre glass
- steel, as cost effective
- clean it after using it 5 times
Do you think the research questions are usually influenced by
your version of the problem?
- What if i make tea in it?
- Can’t hold it , as it would be hot
- would need to clean more ofter
- instruction manual
- 1/2 litre insulated tumbler
- dishwasher safe
- yeah sure
- pays 10£ more than what the steel glass would have
not an easy iteration if steel glass were build - do you agree ?

17. Vision Requirements Release
Feedback
?? ??
Feature Requests,
Bugs, surveys etc
Product Development | 10K’ view

18. Validated
Requirements
Feedback
Problem Validation
Feedback
Solution Validation
Mock a
Release
Mock a
Release
Solution Validation
Walking Backwards
Vision Release
Feedback

19. Vision
Validated
Requirements
Feedback
Problem Validation
Walking Backwards
Release v1
Feedback Feedback
Solution Validation
Mock a
Release
Mock a
Release
Solution Validation Feature Requests,
Bugs, surveys etc

20. Ship It!
Vision
Validated
Requirements
Feedback
Problem Validation
Release v1
Feedback Feedback
Solution Validation
Mock a
Release
Mock a
Release
Solution Validation Feature Requests,
Bugs, surveys etc
Press Release
FAQ
Blog Post
Mock User Guide v1
Mock User Guide v2
Mock User Guide v3

21. Press Release & FAQ
A Catchy quote
A One liner Product Description
Summary
Problem and Solution
Quote from your organisation - CEO,CPO,Product Leader
Brief summary of getting started with links to docs
Customer Quote
Pricing details, if applicable
Call To Action - Example, Signup up here, or contact pm@example.com
About your Company - standard blurb
FAQs
A. What will I be most disappointed about in the pilot/alpha version?
B. What will it cost me?
C. How can i get my hands on pilot?
D. Why should i use your product over your competitor X?
E. <more question specific to your product>

22. Press Release & FAQ
A Catchy quote
A One liner Product Description
Summary
Problem and Solution
Quote from your organisation - CEO,CPO,Product Leader
Brief summary of getting started with links to docs
Customer Quote
Pricing details, if applicable
Call To Action - Example, Signup up here, or contact pm@example.com
About your Company - standard blurb
W
H
YAdd a questionnaire
Problem Validation

23. Announcement Title
Modal - showing bullet list of features
- A great feature one
- Another Feature
- Awesome feature 3
Link to Docs
Customer Quote
Getting Started
Call To Action - Example, Signup up here, or contact pm@example.com
About your Company - standard blurb
Blog Post
Header Image
Summary Paragraph- One or Two line description, Benefits to users, competitive advantage
Features list and summary - expand the information in above modal

24. Announcement Title
Modal - showing bullet list of features
- A great feature one
- Another Feature
- Awesome feature 3
Link to Docs
Customer Quote
Getting Started
Call To Action - Example, Signup up here, or contact pm@example.com
About your Company - standard blurb
Press Release & FAQ
Header Image
Summary Paragraph- One or Two line description, Benefits to users, competitive advantage
Features list and summary - expand the information in above modal
H
A
T
Add a questionnaire
Solution Validation

25. Mock User Guide
Overview
Component 2
Getting Started
Appendix - Terms and definitions, anything else
What is your Product
Component 1
Describe exact step by step usage of the product. Assume product was release, this is how a cus
user will consume the product
What Problem Does it Solve
Give an example - sample Customer Experience and Store
Core Concepts
Describe the Product Surface area - anything that customer will interface with in great
detail
Code Sample, UI Mocks,
Detailed API Spec

26. Mock User Guide
Overview
Component 2
Getting Started
Appendix - Terms and definitions, anything else
What is your Product
Component 1
Describe exact step by step usage of the product. Assume product was release, this is how a cus
user will consume the product
What Problem Does it Solve
Give an example - sample Customer Experience and Store
Core Concepts
Describe the Product Surface area - anything that customer will interface with in great
detail
Code Sample, UI Mocks,
Detailed API Spec
D
E
T
A
I
L
E
D
W
H
A
T
Iterate
Add a questionnaire
Solution Validation(detailed)

27. Ship It!
Vision
Validated
Requirements
Feedback
Problem Validation
Release v1
Feedback Feedback
Solution Validation
Mock a
Release
Mock a
Release
Solution Validation Feature Requests,
Bugs, surveys etc
Press Release
FAQ
Blog Post
Mock User Guide v1
Mock User Guide v2
Mock User Guide v3
User Guide
Eng and Design
Docs

28. Thinking Document as Product
Frequent & Early Feedback
Predictability of Customer Adoption
Focus on Customer Value
Solving real pain points

29. Thank You.
my LinkedIn

30. www.productschool.com
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