Information was gathered to highlight some of the foundational issues noticed by team members as well as customers. For example, issues that had been raised through the support team. Some of the issues raised by customers were directly related to the contents of the knowledge base and not to the website’s landing pages. However, these comments were considered and added to the documentation team’s backlog.

In addition to data collected from team members, interviews were conducted with existing customers to help support this information and gain further insights. These interviews were conducted with primary users like integration and site administrators who would likely be searching for documentation regularly to complete tasks.

This enabled me to identify some of the features that were not used such as the navigation menu in the header. As the links to documentation were provided in the main body of the pages, the header navigation became a redundant feature.