“Working with Craig has Been an Absolute Revelation.”
Savantini Ltd. produce a range of STIM medical devices for improving pelvic floor strength. They were having problems with their current documentation and hired me to help. Working as a freelance technical author, I revamped their manuals, paying special attention to the needs of their target market.
I’ll let Stephanie Taylor, Managing Director of Savantini Ltd., explain:
“We knew our user instructions (IFU’s) were lacking – customers were calling into our helpline asking the same questions over and over again. Originally the IFUs had been written by the developers of the health device, and they understood exactly how it worked but couldn’t convey that in the instructions. We fell into the same trap – as regular users of the Kegel8 pelvic toners we just weren’t ‘seeing’ what our customers were missing. Valuable customer services’ time and energy was being expended in answering the same questions. While we love to help, it’s not good for our businesss when customers struggle to operate our products because the instructions aren’t clear enough. We decided to address these customer questions in a FAQs section online, but realistically a customer should not have to log on to clarify user instructions. Whilst we were receiving 5 star reviews for the product, again and again customers commented that the instructions were not clear enough and were difficult to follow. We knew that we could not ‘limp’ on with our instructions, especially if we were to take our medical devices into a European market.”
To solve their documentation crisis, Stephanie turned to yours truly.
“I found Craig through LinkedIn. Initially I was not sure how well a man would be able to describe a female health product, but that was my ignorance! Craig initially rewrote the IFUs for The Kegel8 Tight and Tone. He is thorough and methodical – we call him Craig ‘Why’ – he won’t write an instruction without asking why – it seems so simple now he has done it but it has literally transformed the look and feel of the brand. To date Craig has now completed three other sets of IFUs which have now been translated into German, French, Spanish and Italian.
“I am convinced that because users are finding the Kegel8 machines easier to use, it has improved our customer rating and reviews. Craig manages to detail every facet of the instructions clearly and succinctly. He has created programme tables so that users can choose a programme ‘at a glance’ making the user experience easier and ultimately more effective.
I am delighted with all aspects of Craig’s work. Should you wish to discuss any aspect of Craig’s work please feel free contact me directly.”
A Good Technical Author Doesn’t Need Prior Knowledge of your Industry
If you are concerned about hiring a freelance technical author who doesn’t have expert knowledge of your industry, hopefully this Kegel8 project proves my point: a good technical author doesn’t need to know your product beforehand. In fact, looking at your documentation from a completely fresh perspective means I can provide answers to questions you didn’t even realise your customers had. It worked for Savantini Ltd. and it can work for your business too.
I can create quality documentation for your products or services, so get in touch now. Complete the form on the Contact Us page or send me a message via:
* To avoid disappointment, please check my current availabilty (it’s on the home page).