UX & AI: Two Must Have Gems for Technical Writers

Technical writing has transformed significantly over the decades, from manually printed documentation to AI-enhanced, user-centric content creation.

Our expert speaker Arka Sarkar, Staff Technical Writer from Servicenow explored the historical shifts, the increasing role of UX in technical documentation, and how AI is shaping the future of content development.

Key Takeaways:

Historical Evolution of Technical Writing

• 1960s-1980s: Manual documentation and printed materials
• Transition to desktop publishing and PDF formats
• Introduction of content management systems
• Expansion to multimedia content, mobile apps, and API documentation
• AI’s current and future impact on writing practices
• Future trends: VR and AR for integrated content experiences

The Changing Role of Technical Writers

• Involvement in all stages of product development, not just feature documentation
• Need for rapid response, agility, and user-centric documentation
• Skill adaptation to meet modern demands, including UX writing and AI integration

The Importance of UX and AI in Technical Writing

• Placing UX at the center of technical documentation
• AI as an enabler for efficiency, automation, and data processing
• Key focus areas: UX writing, UI interaction, and user-friendly documentation

UX Writing Fundamentals

• User Flow: Guiding users seamlessly through product interactions
• User Journey: Understanding pre- and post-interaction experiences
• Writing Principles: Clear, concise language tailored to technical and UX writing
• Brand Voice & Tone: Maintaining consistency and adaptability
• Golden Rules: Avoiding jargon, using single call-to-action buttons, and proactive guidance

AI as a Tool for Technical Writers

• Enhancing content creation speed and accuracy
• Summarization and analysis of complex information
• Understanding different AI types: Closed AI (proprietary) vs. Open AI (customizable)
• Basics of prompt engineering for optimized AI output

About the Speaker

Arka Sarkar is a Staff Technical Writer at ServiceNow with over a decade of experience in technical writing. He has worked with industry leaders like Avaya, Nuance, and ServiceNow. Holding a PGDBM in Operations Management, he specializes in UX writing and AI-driven content creation. Passionate about delivering seamless user experiences, he combines structured content, UX principles, and AI to craft intuitive, high-impact documentation.