Comment by sbarre

I was also going to post "this sounds like usability/user research".

But I guess we all re-discover things when we need to.

The biggest issue I've seen with tech docs is often expert users of a given tool or product are enlisted to write the docs, because of their expertise.

But then ironically they end up writing those docs for an audience that shares their level of expertise, rather than for the intended audience.

So you end up with lots of assumptions or leaps of logic in the docs that the intended audience can't follow.