Transforming internal troubleshooting knowledge into a structured, user-facing guide that helps customers diagnose, resolve and prevent a common booking issue independently.

Role: Technical Content Writer

Focus: Troubleshooting Documentation · Knowledge Base · Product Support

Read the guide: Fixing the "Booking Dates Already Taken" Error

Why this project matters

This project demonstrates my ability to translate internal technical knowledge into customer-facing documentation that self-service troubleshooting and helps users understand the reasoning behind each solution — not just the steps themselves.

My contribution

• Reviewed internal support documentation to understand the root causes of the issue.
• Organised troubleshooting steps into a logical diagnostic flow.
• Explained how the issue could originate from product configuration, WordPress settings, or caching.
• Added preventive recommendations to reduce the likelihood of the issue recurring.
• Captured original screenshots illustrating each troubleshooting step.
• Prepared SEO metadata for the knowledge base article.

Skills demonstrated

• Troubleshooting Documentation
• Technical Writing
• Knowledge Management
• Information Architecture
• User-focused Communication