No One Wants to Submit a Ticket: Role of Documentation with Rachel Johnson, Ripple
From Knowledgebase Ninjas by Gowri Ramkumar
April 28, 2026 · 16 min · Season 3 · Episode 37
About this episode
Rachel Johnson discusses the evolving role of documentation in product experience and the impact of AI on user support.
In this episode of the Knowledge Base Ninjas podcast, Rachel Johnson shares her journey into technical writing and how the role has evolved over time. She explains why documentation is no longer just a support function but a key part of the product experience, supporting users from onboarding to long-term use. Rachel also highlights the importance of integrating documentation early in the product lifecycle for better outcomes. The conversation explores the impact of AI on documentation and how it is changing the way users find answers, while still requiring accuracy and strong foundational content. They also discuss how teams measure success through user behavior and feedback. Finally, Rachel shares her perspective on self-service documentation and why it benefits both customers and businesses when done effectively. Thank you for tuning in! In the meantime, if you're ready to explore Document360, a knowledge base platform that can help your customers and teams get instant answers, we’d love to invite you to try it first-hand. Simply use this link - https://bit.ly/4ktBnZZ to start your free trial.
People in this episode
Host: Gowri Ramkumar
Guest: Rachel Johnson
Topics covered
- technical writing
- documentation
- product experience
- AI in documentation
- self-service documentation
Keywords
- technical writing
- documentation
- product lifecycle
- user behavior
- self-service
Sponsors
Document360
Mentioned in this episode
Organizations: Ripple
Products: Document360
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