Technical writing: CRM and CMS documentation

I wrote client-facing documentation for our CRM and CMS products. The guides are structured using the Jobs To Be Done (JTBD) framework to keep the focus on user goals rather than system features.

Goals

• Produce clear, well-organized how-to guides
• Prioritize user needs and real-world situations over technical detail
• Improve usability and confidence for non-technical users

Framework & Approach

I based the documentation on the Jobs To Be Done (JTBD) framework. Each guide follows a consistent template aligned with JTBD principles, including:

• User job: What the user is trying to accomplish
• Context / situation: When and why this task comes up
• Desired outcome: What “success” looks like for the user
• Constraints: Common limitations or points of confusion
• Steps: Clear, minimal instructions focused on the outcome

Tools

GIMP, Bandicam, Figma, Notion, Ezgif

Challenges & Solutions

The main challenge was writing documentation that goes beyond how to use a feature and instead addresses the underlying need driving the user’s action. I addressed this by:

• Brainstorming real situations users might be in
• Referencing insights from previous UX research
• Keeping instructions simple, direct, and positive
• Framing steps around outcomes rather than interface elements