In this episode of Knowledge Base Ninjas, we have Matthew Olapade, a freelance technical writer, explore the critical role of user-friendly documentation in bridging the gap between products and people. Matthew shares his unique journey—from handling recurring customer queries at his company to realizing that clear, well-structured documentation could drastically reduce confusion and support requests. His passion for making complex information more accessible led him to pursue a career in technical writing, where he now helps companies create documentation that enhances the overall user experience. Through the conversation, Matthew emphasizes the importance of clarity over complexity, ensuring that documentation empowers users instead of overwhelming them with technical jargon. He explains why understanding your audience is key—tailoring content to their level of expertise makes a significant impact on usability. We also dive into the collaborative nature of documentation, discussing how working with developers, product managers, and subject matter experts results in more accurate and valuable content. Additionally, Matthew highlights the need for continuous iteration, using feedback to refine and improve documentation over time. Catch the full conversation on the Knowledge Base Ninjas podcast for valuable takeaways and pro tips. Stay tuned for expert insights and actionable strategies you don’t want to miss out on.