Scaling Self-Serve Support: Global Documentation Overhaul, Optimization & Localization
Support Scalability & Self-Serve Operations
Cross-Functional Program Leadership
Self-Serve Systems
Documentation
Localization
Scalability
AI-Accelerated
Product Use Cases
Cross-Functional
Global Operations
New user-focused self-serve flow, AI augmented search and content optimization
The Challenge
User documentation was fragmented, outdated, verbose, and inconsistently localized — impacting support load, onboarding, retention, and global adoption in a fast-growing platform.
Goal & Objectives
- Centralize and rebrand all public documentation, restructured by user groups
- Reduce text volume for skimmability and AI search efficiency to reduce support drag
- Establish localization SOPs to empower country managers
- Migrate to a single authoritative site supporting multi-language self-serve
- Align updates with product releases to maintain accuracy and scale
My Role & Approach
Owned the full documentation lifecycle: conducted audits, rewrote content for clarity and UX, defined writing and UX standards, coordinated with product/engineering/design/marketing/localization teams, planned short term English migration and long term non-English migration to a unified URL standard. Influenced cross-functional alignment without direct authority by demonstrating operational impact through draft availability for multiple pre-launch purposes.
Key Deliverables
- Rebranded, centralized docs.sandbox.game (500+ pages → 390+ maintained)
- 33% text reduction across content for faster skimming and lower support load
- Detailed localization SOPs, setup guides, and support for country managers/docs leads
- Single global site strategy and migration plan executed, flexible global alignment timeline
- Release-aligned updates integrated with product roadmaps, augmenting internal processes and offered localizations for change management
Results & Impact
- New structure and resource types offered clear user-focused learning paths and allowed depth selection by topic
- Reduced documentation volume eased maintenance and improved AI powered searches in docs and Discord, reducing support load
- Centralized and rebranded docs.sandbox.game into a single authoritative source of truth for global users, elevating the platform's image and reliability
- Localization SOPs scaled multi-language support without proportional effort and aligned all regions to single site strategy
- New release-aligned update processes maintained accuracy during rapid product iteration and reduced downstream rework
Key Learnings
Self-serve support scales only when documentation is treated as a living system with governance, metrics, and cross-functional alignment. Localization must be built-in from the start, not bolted on.
Tools & Technologies
GitBook, GitHub, Notion, Google Workspace, Slack, Figma
Collaboration Highlights
Partnered with developers (technical accuracy), designers/marketing (creative examples), localization leads (multi-language standards), and product owners (release sync) — aligning diverse stakeholders around shared self-serve and scalability goals.
Broader documentation rearchitecture and localization plan
Unified site for general users, sub section for creators with comprehensive technical and creative guidance
Old documentation (six URL structures in English, multiple multilingual URLs)
Release-aligned updates with user-focused design, change management support, and localization
Scaling Self-Serve Support: Global Documentation Overhaul, Optimization & Localization
Support Scalability & Self-Serve Operations
Cross-Functional Program Leadership
Self-Serve Systems
Documentation
Localization
Scalability
AI-Accelerated
Product Use Cases
Cross-Functional
Global Operations
New user-focused self-serve flow, AI augmented search and content optimization
The Challenge
User documentation was fragmented, outdated, verbose, and inconsistently localized — impacting support load, onboarding, retention, and global adoption in a fast-growing platform.
Goal & Objectives
- Centralize and rebrand all public documentation, restructured by user groups
- Reduce text volume for skimmability and AI search efficiency to reduce support drag
- Establish localization SOPs to empower country managers
- Migrate to a single authoritative site supporting multi-language self-serve
- Align updates with product releases to maintain accuracy and scale
My Role & Approach
Owned the full documentation lifecycle: conducted audits, rewrote content for clarity and UX, defined writing and UX standards, coordinated with product/engineering/design/marketing/localization teams, planned short term English migration and long term non-English migration to a unified URL standard. Influenced cross-functional alignment without direct authority by demonstrating operational impact through draft availability for multiple pre-launch purposes.
Key Deliverables
- Rebranded, centralized docs.sandbox.game (500+ pages → 390+ maintained)
- 33% text reduction across content for faster skimming and lower support load
- Detailed localization SOPs, setup guides, and support for country managers/docs leads
- Single global site strategy and migration plan executed, flexible global alignment timeline
- Release-aligned updates integrated with product roadmaps, augmenting internal processes and offered localizations for change management
Results & Impact
- New structure and resource types offered clear user-focused learning paths and allowed depth selection by topic
- Reduced documentation volume eased maintenance and improved AI powered searches in docs and Discord, reducing support load
- Centralized and rebranded docs.sandbox.game into a single authoritative source of truth for global users, elevating the platform's image and reliability
- Localization SOPs scaled multi-language support without proportional effort and aligned all regions to single site strategy
- New release-aligned update processes maintained accuracy during rapid product iteration and reduced downstream rework
Key Learnings
Self-serve support scales only when documentation is treated as a living system with governance, metrics, and cross-functional alignment. Localization must be built-in from the start, not bolted on.
Tools & Technologies
GitBook, GitHub, Notion, Google Workspace, Slack, Figma
Collaboration Highlights
Partnered with developers (technical accuracy), designers/marketing (creative examples), localization leads (multi-language standards), and product owners (release sync) — aligning diverse stakeholders around shared self-serve and scalability goals.
Broader documentation rearchitecture and localization plan
Unified site for general users, sub section for creators with comprehensive technical and creative guidance
Old documentation (six URL structures in English, multiple multilingual URLs)
Release-aligned updates with user-focused design, change management support, and localization
Scaling Self-Serve Support: Global Documentation Overhaul, Optimization & Localization
Support Scalability & Self-Serve Operations
Cross-Functional Program Leadership
Self-Serve Systems
Documentation
Localization
Scalability
AI-Accelerated
Product Use Cases
Cross-Functional
Global Operations
Key Learnings
Self-serve support scales only when documentation is treated as a living system with governance, metrics, and cross-functional alignment. Localization must be built-in from the start, not bolted on.
Tools & Technologies
GitBook, GitHub, Notion, Google Workspace, Slack, Figma
Collaboration Highlights
Partnered with developers (technical accuracy), designers/marketing (creative examples), localization leads (multi-language standards), and product owners (release sync) — aligning diverse stakeholders around shared self-serve and scalability goals.
Broader documentation rearchitecture and localization plan
Unified site for general users, sub section for creators with comprehensive technical and creative guidance
Old documentation (six URL structures in English, multiple multilingual URLs)
Release-aligned updates with user-focused design, change management support, and localization
New user-focused self-serve flow, AI augmented search and content optimization
The Challenge
User documentation was fragmented, outdated, verbose, and inconsistently localized — impacting support load, onboarding, retention, and global adoption in a fast-growing platform.
Goal & Objectives
- Centralize and rebrand all public documentation, restructured by user groups
- Reduce text volume for skimmability and AI search efficiency to reduce support drag
- Establish localization SOPs to empower country managers
- Migrate to a single authoritative site supporting multi-language self-serve
- Align updates with product releases to maintain accuracy and scale
My Role & Approach
Owned the full documentation lifecycle: conducted audits, rewrote content for clarity and UX, defined writing and UX standards, coordinated with product/engineering/design/marketing/localization teams, planned short term English migration and long term non-English migration to a unified URL standard. Influenced cross-functional alignment without direct authority by demonstrating operational impact through draft availability for multiple pre-launch purposes.
Key Deliverables
- Rebranded, centralized docs.sandbox.game (500+ pages → 390+ maintained)
- 33% text reduction across content for faster skimming and lower support load
- Detailed localization SOPs, setup guides, and support for country managers/docs leads
- Single global site strategy and migration plan executed, flexible global alignment timeline
- Release-aligned updates integrated with product roadmaps, augmenting internal processes and offered localizations for change management
Results & Impact
- New structure and resource types offered clear user-focused learning paths and allowed depth selection by topic
- Reduced documentation volume eased maintenance and improved AI powered searches in docs and Discord, reducing support load
- Centralized and rebranded docs.sandbox.game into a single authoritative source of truth for global users, elevating the platform's image and reliability
- Localization SOPs scaled multi-language support without proportional effort and aligned all regions to single site strategy
- New release-aligned update processes maintained accuracy during rapid product iteration and reduced downstream rework
Becky Lattof
Operations Program Manager
Systems & Enablement
Scaling Self-Serve Support: Global Documentation Overhaul, Optimization & Localization
Support Scalability & Self-Serve Operations
Cross-Functional Program Leadership
Self-Serve Systems
Documentation
Localization
Scalability
AI-Accelerated
Product Use Cases
Cross-Functional
Global Operations
Key Learnings
Self-serve support scales only when documentation is treated as a living system with governance, metrics, and cross-functional alignment. Localization must be built-in from the start, not bolted on.
Tools & Technologies
GitBook, GitHub, Notion, Google Workspace, Slack, Figma
Collaboration Highlights
Partnered with developers (technical accuracy), designers/marketing (creative examples), localization leads (multi-language standards), and product owners (release sync) — aligning diverse stakeholders around shared self-serve and scalability goals.
Broader documentation rearchitecture and localization plan
Unified site for general users, sub section for creators with comprehensive technical and creative guidance
Old documentation (six URL structures in English, multiple multilingual URLs)
Release-aligned updates with user-focused design, change management support, and localization
New user-focused self-serve flow, AI augmented search and content optimization
The Challenge
User documentation was fragmented, outdated, verbose, and inconsistently localized — impacting support load, onboarding, retention, and global adoption in a fast-growing platform.
Goal & Objectives
- Centralize and rebrand all public documentation, restructured by user groups
- Reduce text volume for skimmability and AI search efficiency to reduce support drag
- Establish localization SOPs to empower country managers
- Migrate to a single authoritative site supporting multi-language self-serve
- Align updates with product releases to maintain accuracy and scale
My Role & Approach
Owned the full documentation lifecycle: conducted audits, rewrote content for clarity and UX, defined writing and UX standards, coordinated with product/engineering/design/marketing/localization teams, planned short term English migration and long term non-English migration to a unified URL standard. Influenced cross-functional alignment without direct authority by demonstrating operational impact through draft availability for multiple pre-launch purposes.
Key Deliverables
- Rebranded, centralized docs.sandbox.game (500+ pages → 390+ maintained)
- 33% text reduction across content for faster skimming and lower support load
- Detailed localization SOPs, setup guides, and support for country managers/docs leads
- Single global site strategy and migration plan executed, flexible global alignment timeline
- Release-aligned updates integrated with product roadmaps, augmenting internal processes and offered localizations for change management
Results & Impact
- New structure and resource types offered clear user-focused learning paths and allowed depth selection by topic
- Reduced documentation volume eased maintenance and improved AI powered searches in docs and Discord, reducing support load
- Centralized and rebranded docs.sandbox.game into a single authoritative source of truth for global users, elevating the platform's image and reliability
- Localization SOPs scaled multi-language support without proportional effort and aligned all regions to single site strategy
- New release-aligned update processes maintained accuracy during rapid product iteration and reduced downstream rework