Kissflow: documentation at release speed

Nearly four years, 30+ releases, 200+ API references, one award, and two writers I got to watch grow.

The challenge

Kissflow shipped often, and I supported four product managers on different products at the same time. Every release changed APIs, UI and help content at the same time, and the docs had to keep up without drifting out of sync. Terminology in the API reference, the help center and the product UI had to match, or customers would lose trust fast.

What I did

Followed the product wherever it went

I started with in-app onboarding: I learned to map user journeys in Appcues, then set up the in-product user journeys for Kissflow. From there I moved through Digital Workplace and chat channels to platform and integrations, where I documented the connector portal. Building the first connector together with the team, and then writing its documentation, is still one of the things I’m proudest of from Kissflow.

Kept pace with 30+ releases

I wrote 200+ API references and SDK integration guides across more than 30 releases in an Agile environment. A weekly sync with all four PMs at the start of each week told me what was upcoming, in development, in testing and releasing. Docs shipped with the release, not a sprint later, and help docs, API references and UI content stayed 100% consistent. That consistency came from a house style guide, based on the Google developer documentation style guide, covering help articles, microcopy, release notes and video.

Built a docs architecture that scaled

I set up a modular, version-controlled documentation architecture using Git and Markdown. Reusable content blocks meant that when a concept changed, we updated it once instead of hunting through fifty pages.

Documented auth and security

I wrote authentication documentation for OAuth 2.0 and API keys, covered risk and compliance-related content for platform integrations, and created integration docs for Okta-based SSO.

Made review a system, not a favour

I set up a regular documentation review process with engineering teams. It surfaced and resolved 25+ high-impact technical issues, bugs and inconsistencies caught because someone was trying to explain the feature clearly.

Took the docs global

I led localization and translation workflows with Crowdin, translating in-product content into multiple languages and answering vendor questions so meaning survived the trip between locales.

Went beyond text

I built most of Kissflow’s customer-facing video library using Camtasia and AI tools such as HeyGen. Some readers learn best by watching, and good docs meet them there.

Grew the team

I managed and mentored two junior technical writers, reviewing their work, giving structured feedback and supporting their growth. I also sat on interview panels for new hires, and regularly reviewed teammates’ drafts and video projects. Read what colleagues said →

Outcome

I received Kissflow’s Technical Writing Rockstar Award for establishing documentation best practices and mentoring junior writers.

What I learned

Scale doesn’t come from writing faster. It comes from structure (modular content), process (review built into the release), and people (writers who know the standards well enough to hold them without you). That lesson carried straight into PayPal World.

© 2026 Akaash Amalraj · Built with Astro, written by a human, reviewed by a style guide. · llms.txt