// documentation
Docs That Won Awards
A publicly traded cloud communications company · Led by Ben Greenberg
A publicly traded cloud communications company lifted documentation CSAT from roughly 45% to over 90% — and held it there — by replacing scattered docs with a docs-as-code platform generating code samples directly from OpenAPI specs.
90%+
CSAT Score
2x
CSAT Improvement
Best Dev Platform
Award
Multiple
Industry Awards
The challenge
Developer documentation was scattered across multiple platforms with no central source of truth. Content was frequently outdated, leading to low developer satisfaction and high support burden.
The approach
Built a centralized docs-as-code platform with dynamic code generation from OpenAPI specs, automated update workflows, and continuous user research with product designers throughout.
The results
CSAT scores rose from ~45% to 90%+ and held at that level. The platform won "Best Developer Platform Site" and multiple additional industry awards.
What to take from this
- → Docs rot because updating them is manual. Generating samples from the spec makes staleness structurally impossible rather than a discipline problem.
- → The CSAT number held, which matters more than the jump. Most documentation projects produce a spike followed by decay back to baseline within a year.
- → Continuous user research with product designers was the unglamorous ingredient — the pages that needed fixing were not the ones the team assumed.
Client names are withheld by agreement. Figures are as reported by the client or measured in their own analytics at the time of the engagement. Developer experience audit →
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