Alida Help Center

Context

Alida is an enterprise customer experience platform used by research analysts and administrators. The Alida Help Center serves both audiences — analysts running surveys and interpreting results, and admins managing users, permissions, and platform configuration.

Challenge

The Alida platform was in active development, with features shipping in regular agile cycles. Documentation had to keep pace with releases while covering a broad set of features and teams. The documentation covered a full-featured research and analytics platform, enterprise administration features, and community engagement tools.

Approach

As a member of the documentation team, I partnered with Product Management, Engineering, QA, and UX to stay ahead of the release schedule. I built up familiarity with the platform features as a user before writing, then structured documentation around the workflows each audience performs.

Throughout my time at Alida, I was focused on the reporting and analytics areas of the platform, and on Administrator features such as Single Sign-on (SSO). More recently, I focused on documentation for the platform’s first generative AI feature, the AI assistant for reporting. I also wrote documentation for complex analysis and reporting features including weighting, significance testing, and AI-powered sentiment analysis.

Outcome

Along with the other members of the documentation team, I maintained current and accurate documentation across the Alida Platform, shipping documentation alongside quarterly major releases and frequent minor releases each year.