Communication with readers via a feedback form

It is not always possible to communicate directly with the users of the documentation — to understand who they are, to learn about their pains and expectations from the documentation. In such cases, feedback forms come to the rescue. Through them, you can evaluate the quality of the documentation and learn a lot about the readers. 

In my presentation, I will tell you about two cases from our technical writers team. The first case is how we implemented a feedback form on a documentation portal, played with the design and increased first the quality and then the quantity of feedback. The second case is how we conducted a customer survey, comprised a user portrait based on it, and understood what in our documentation was missing.