High-quality documentation reduces support costs and drives product adoption, but traditional feedback methods often fail to capture the full user experience. This episode explores how modern documentation teams are combining AI simulation with human research to understand how different users interact with their docs. Key topics The problem with traditional feedback Understanding your user archetypes… Read more »
Tag: user research
Podcast 113: Using heatmaps & recordings to improve Hotjar’s knowledge base, with Karissa Van Baulen
We talk to Karissa Van Baulen, Customer Education Lead and Knowledge Base Owner at Hotjar. We discuss how she has used heatmaps and playback recordings to improve Hotjar’s knowledge base. What does Hotjar do? Why are heatmaps important? How have you used heatmaps and recordings to improve Hotjar’s knowledge base? How easy is this to do?… Read more »