Case studies

Project overview

1. Imburse Payments had a simple Microsoft Word document as their implmentation guide.
2. The document was not user-friendly and was often out of date.
3. They only had API reference documentation hosted on Redocly.
4. Customers struggled to find the information they needed, frequently reaching out to support for assistance..
5. Implementation teams spent a significant amount of time answering the same questions repeatedly.
6. They were under utilizing their developer portal.

What we did for this project

1. Worked with Imburse Payments to understand their product offerings and identify the pain points of their audience.
2. Included a glossary of propduct concepts and use case based examples to help users understand the product better.
3. Divided their content into smaller, more manageable pieces and stored them in a documentation asset library.
4. Migrated the implemnetation and user content to Redocly, ensuring that it was easy to navigate and search.
5. Created a new product page structure, which allowed for a more organized and user-friendly experience.
6. Added a search feature and multiple javascript snippet that enhanced user experience.

Project results

1. Reduced the number of support tickets related to implementation by 50%.
2. Increased user engagement, with a 70% increase in the number of users accessing the developer portal.
3. Improved user satisfaction, with 85% of users reporting that they found the information quickly and easily.
4. Decreased customer onboarding time.