Enterprise Onboarding Guide – GitHub

👥 Enterprise Admins 🎯 Reduced support tickets 📅 2025

Led creation of a comprehensive onboarding guide that reduced support load and accelerated self-serve setup for GitHub Enterprise Cloud administrators.

Impact

This structured documentation set, aligned with the customer onboarding flow, earned positive feedback for improving onboarding efficiency and reducing support load for new GitHub Enterprise Cloud customers. By transforming a complex content landscape into a cohesive, sequentially-organized guide, the project enabled administrators to complete setup and make configuration decisions with less reliance on support. I was recognized for leadership, organization, and ability to deliver a user-centered experience across a distributed team.

At a Glance

Audience

GitHub Enterprise Cloud administrators, new enterprise customers

Goal

Enable self-serve onboarding; reduce support escalations; guide setup decisions

Collaboration

Content design, product owners, Docs team

Tools

Git/GitHub, Markdown, Liquid, YAML, docs-as-code

View the Work

Screenshot: full guide structure (click to expand)

This screenshot shows the complete information architecture of the onboarding guide. The expanded left navigation menu displays categories and topics designed to guide users sequentially through initial setup.

Enterprise onboarding guide showing the full information architecture and navigation menu

Screenshot captured September 2025.

Behind the work (click to expand)

Context:

GitHub Enterprise Cloud administrators faced a fragmented documentation experience that made initial setup unnecessarily complex. Without a cohesive onboarding path, customers frequently escalated to support for guidance on configuration decisions that could have been self-served with better documentation structure.

Activities:

  • Partnered with content design to understand existing user research, customer pain points, and onboarding goals
  • Refined information architecture to logically support the customer journey from initial setup through configuration
  • Audited existing content across the docs site to identify reusable material and content gaps
  • Created comprehensive documentation plan detailing required articles, outlines, and delivery timeline
  • Organized team-wide "swarms" to collaboratively draft and review articles
  • Led team syncs, assigned work, and ensured every contributor had necessary clarity and context
  • Wrote and edited substantial portions of conceptual and procedural articles
  • Conducted final review of complete documentation set to ensure alignment with user-centered goals