Crafting high-quality user guides that drive product adoption

Delivering top-quality, on-time content that adds value to a world-class product

Introduction

Creating user documentation as exceptional as the product itself

BD, a leader in the medical industry for over 120 years, specialises in high-end biological testing and device manufacturing. The organisation developed the CLiC for next-generation genomic sequencing—a significant advancement in the field. To ensure this innovation was fully leveraged from day one, BD required a comprehensive manual suited to a wide range of users.

We partnered with their team to craft content that delivers an experience as great as the product itself.

The challenge

Adapting complex content to align with BD’s house style

BD required skilled writers who could come up to speed fast enough to generate fully finished content by the targeted release date.

The issues we encountered:

• Transforming complex technical content into clear, accurate, and readable manuals.
• Addressing diverse user needs across scientists and technicians.
• Meeting tight deadlines with little time for onboarding.
• Ensuring documents matched BD’s established in-house style.
• Complying with international product safety certification requirements, including French translation.

Our approach

Crafting and localizing a user-centric technical manual for global audiences

We collaborated with BD to develop a user manual that guides lab technicians through the daily operation and maintenance of the BD CLiC, while also providing instructions for experienced scientists on their protocols.

Our process included:

1. Collaborating with BD’s technical publications team to understand their content and style requirements.
2. Visiting the manufacturing facility for hands-on experience with the BD CLiC.
3. Collating large amounts of data and information from disparate sources.
4. Reviewing the software’s functional specifications and testing it to cover all use cases.
5. Developing a manual for publication as a screen-optimised PDF, in line with BD requirements.
6. Working closely with BD’s product engineers and testers to ensure accuracy.
7. Providing weekly status reports so that the client was always up to date on our progress.
8. Translating and localizing content into French for other jurisdictions.
9. Analysing certification body feedback to ensure the manual met international product safety standards, updating content as needed.

The results

Excellence through flexibility, collaboration, and uncompromising quality

Our experts delivered a high-quality user manual that empowered technicians and scientists to fully leverage the BD CLiC, enhancing the value of an already world-class product. We met the release deadline, adhering to BD’s brand, legal, and confidentiality requirements to ensure a premium user experience.

Positive feedback highlighted our excellence standards, the accessibility and responsiveness of our writers, and our management team’s regular updates. Strong relationships were built through on-site visits, fostering collaboration with BD’s experts. The client’s stakeholders particularly appreciated our flexibility in resource allocation and our support in accommodating ongoing changes for certification compliance. This made us the trusted, adaptable partner they could rely on to deliver results, no matter the challenge.