> Markdown version of [https://nikhilajain.com/did-you-know/tech-writing/user-persona-before-docs/](https://nikhilajain.com/did-you-know/tech-writing/user-persona-before-docs/).

tech-writing

February 7, 2026

1 min read

# User Personas: How to Reduce Support Queries with Better Documentation

You're writing for an imaginary "everyone" — no persona, no defined reader — so you're serving no one. Different users need different docs at different stages in their journey with your product; without a persona, the doc doesn't fit anyone.

Why it matters

Writing for everyone means the tone, level, and structure don't match any real user. Developers want quick reference; new users want step-by-step. One doc for "everyone" fits no one. Users can't find what they need or it's the wrong level — so they contact support. The answer was in the docs; the doc wasn't written for them.

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Go deeper

How to Write User-Focused Documentation](/blog/posts/how-to-write-user-focused-documentation/)

[Want to ask a question?](/contact/)

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