(1)Customer needs: need a set of documents across dozens of products; need to present the product support granularity and management approach as a whole to the customer; need to cover from methodology to practice, and through all stages of user use, involving the user decision makers, managers, performers and users of the four roles, and each role on the documentation system requirements are different; need to provide the fastest entry and shortest path to users; (2) Document status: AliCloud is currently based on the “product line” document organization and architecture model, the documents of each product line are well-structured and logically self-consistent, but the scattered information lacks a through business line for users. The essence of this problem is not whether Ali cloud documentation is good or not, in fact, the breadth and depth of Ali cloud single product documentation is recognized by customers, but a significant part of people do not stand in the customer perspective, from the solution and role dimensions to see the problem; (3) the attempted solution: build a scenario-based document system with “a large-scale” solution as the main line, user role as the center, and atomic documents (i.e., a single basic document) as the smallest granularity. For users, basic documents and scenario-based document system are like the relationship between building blocks and a small wooden house. What we need to do is to make good use of these “building blocks”, and through various splitting, arranging, and combining, create a “cabin” that is both practical (solving user problems) and high value (users want to see).
