Chisom Uma, a frontend developer with a passion for writing and problem-solving, discovered that user frustrations stemmed from unclear product understanding rather than technical issues. This led him to see documentation as an integral part of the product itself, not just a mere afterthought. ticing this shift, he dove deep into creating clear documentation, turning his side project into a full-time passion. At GBG plc, Chisom tackled fragmented and poorly structured documentation, leading to a complete redesign focused on user needs.
He created a front door for the product by introducing an intelligent homepage that guides users to relevant content. This strategic approach transformed documentation from a support page to a sales conversation in another form. His approach was further enhanced by his understanding that developers and business users require different levels of depth within the documentation, which he achieved by creating two distinct tracks: one for technical details and another for conceptual explanations.
This new approach resulted in a dramatic increase in user engagement. Daily active users on the documentation platform jumped from 2,000 to 10,000 – a fivefold increase. Chisom’s efforts translated into faster onboarding, fewer support tickets, and more informed customers who convert and stay.
Inspired by his open-source experience, he implemented a workflow mirroring software development. This included pipelines, reviews, versioning, and release schedules to ensure consistent updates between product and documentation. His philosophy extended beyond GBG, as he envisions becoming a technical writing manager, aligning product storytelling with engineering excellence. He also seeks to empower aspiring writers by mentoring them through community resources.
Chisom’s impact on the field is evident in his belief that documentation should be an engine for growth, especially for startups seeking an edge globally. His approach highlights how clarity and structure can significantly improve user experience and drive business success.