- Why Documentation Matters
- Reducing Support Tickets with Better Content
- What a Technical Author Actually Does
- Documentation as a Single Source of Truth
- How to Implement Single Source Authoring
- The Hidden Cost of Duplicate Content
- Why Are Customers Leaving Your SaaS Platform?
- AI Can Write. So Why Do Companies Still Need Technical Writers?
- What Makes a Senior Technical Author?
- Why Hiring a Technical Author Is Harder Than You Think
- Technical Author vs Subject Matter Expert: What’s the Difference?
- The Different Types of Technical Author
- Changing the Job Title Won’t Solve the Hiring Problem
- Should You Hire a Full-Time Technical Author or a Documentation Consultant?
- As a New Technical Author, What Should You Learn?
- Who’s Whispering in Your Ear?
- The Hidden Risk of Relying on Consultancy Revenue
- How Technical Authors Learn Complex Systems Quickly
- Why Subject Matter Experts Struggle to Write Documentation
- Why Video Alone Is Not Documentation
- Why You Shouldn’t Rely on UI Screenshots in Documentation
- What Makes Documentation Feel Modern?
- The Hidden Cost of Tribal Knowledge in SaaS Companies
- The Evolution of Documentation
- Why Contractors Are Worth It for Documentation Projects
- Why Your Product Team Needs a Technical Author Earlier in the Process
Freelance Technical Author UK | F1 Technical Authoring
Clear documentation for complex SaaS products.
I help SaaS companies improve product documentation through documentation audits, information architecture and user-focused content that reduces support tickets, improves customer self-service and prepares documentation for AI.
10+ Years Improving SaaS Documentation
Documentation Audits & Content Strategy
Remote UK Consultant
Is your documentation holding your product back?
Poor documentation doesn’t just frustrate users—it creates extra work for your whole team.
I help SaaS companies solve problems like:
- Customers can’t find answers without contacting support.
- Support teams answer the same questions again and again.
- Documentation is outdated, inconsistent or difficult to maintain.
- New features are released faster than the documentation can keep up.
- Product knowledge exists only in developers’ and SMEs’ heads.
- AI tools can’t provide reliable answers because the documentation isn’t structured properly.
The result? Documentation that’s easier to maintain, easier to search, and easier for customers to use.
SERVICES
Documentation services for SaaS teams
Practical documentation solutions that help your users and your team.
Documentation audits
Review your existing content to find gaps, duplication, outdated information and opportunities to improve.
Outcome: Clear priorities for improving documentation quality and coverage.
Support site Content
Well-structured help articles, guides and FAQs that make it easy for users to find answers.
Outcome: Reduced support load and happier users.
AI-ready documentation
Structure and write content so it’s easy for people and AI tools to find, understand and trust.
Outcome: Better answers, faster retrieval, and future-ready content.
Information architecture
Design intuitive content structures and taxonomies so users can find the right information quickly.
Outcome: Information is grouped logically so users can understand your product more easily.
Product & UX context
Clear microcopy, in-product guidance and messages that help users feel confident and reduce friction.
Outcome: Users feel more confident using your product with clearer guidance and messaging.
Content strategy
Help you plan and prioritise your documentation, so it supports your users and your business goals.
Outcome: Documentation supports your product goals, user needs and long-term growth.
HOW I WORK
Simple, structured, and efficient
A proven process that gets results
1
Understand your product
I work closely with your product team to understand how things actually work, not just how they’re described.
2
Define the structure
I design a clear content model and navigation, so everything fits together properly.
3
Create and refine content
I write documentation that’s accurate, consistent, and easy to follow.
4
Iterate with your team
I gather feedback, refine content, and ensure it stays aligned with product changes.
You get someone who can step in, understand quickly, and start delivering without hand-holding.
PROMLEMS I SOLVE
If this sounds familiar, I can hep
Your documentation is outdated or inconsistent
Support tickets are higher that they should be
Users struggle to understand your product
New features ship faster than documentation can keep up
Your help centre is difficult to navigate
Developers struggle with your API documentation
You’re investing in AI tools, but your content isn’t ready
EXPERIENCE
Experienced in complex SaaS environments
10+ years in technical authoring
Extensive experience in SaaS platforms
Worked on highly configurable systems
Experience supporting product, engineering, and customer teams
Strong focus on user-first, task-based documentation
Types of systems I’ve worked on:
FinTech
EdTech
HRTech
Heather is so creative in her design thinking about the structure and content of the deliverable(s) she is creating. Heather also has the drive and determination to ensure that what she produces is of the highest quality.”
Product Manager
FinTech Platform
