Case study: How we delivered a seamless in-product help experience
summary
Delivers a concrete integration: Zoomin for Pendo merges the in‑app widget with Pendo’s Resource Center so users never leave the product, with content pulled live from the docs portal and landing pages in JSON for page‑specific topics. Reports a measurable lift — about 50% uptake in context‑sensitive consumption — and uses Pendo guide goals (60% target) to track behavior. Notes real bumps: complex integration, security whitelisting, CSS tweaks and developer buy‑in.
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chapters (29)
- 0:00Introduction
- 1:03Automation Anywhere docs
- 3:12Automated doc processes
- 4:17Old help to seamless integration
- 5:21ZoomInfo-Pendo widget
- 6:52Pendo guides advantages
- 7:34Integration journey bumps
- 9:25One-stop in-product help
- 10:30Video walkthrough
- 12:41Feature promotion & success
- 14:30Q&A: DITA explanation
- 15:57DITA vs markdown
- 17:22Pendo complexity
- 18:4850% help consumption boost
- 20:56Localization & sizing issues
- 21:59Docs usage metrics
- 23:02Avoiding user annoyance
- 24:47Detail vs user overload
- 25:48Widget roles clarified
- 27:13Widget impact on docs
- 28:57Engineering docs contribution
- 30:23Pendo vs in-product docs
- 31:29Candy Morton’s journey
- 32:53Pendo opt-in requirements
- 33:35Balancing UI docs
- 34:16Consistent web-Pendo content
- 34:37Developers contributing to documentation and DITA
- 35:18Pendo with markdown/Git
- 35:41Closing remarks
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