ROSA was in a fast, continuous feature-launch phase, with documentation demands coming from multiple directions: product roadmap commitments, customer support needs, and strategic documentation priorities such as the ROSA Jobs-to-be-Done Content Redesign. I was carrying this alongside other major initiatives, including founding documentation for Amazon EVS as that service spun up.
The challenge
The team needed a shared way to sequence the work so the highest-impact documentation led, lower-impact requests did not crowd out critical customer needs, and documentation partners could align around a documentation roadmap that accounted for upstream product priorities.
The prioritization framework
I built a tiered prioritization model that helped ROSA documentation sequence work across product roadmap commitments, customer-impacting gaps, support trends, and strategic documentation priorities, with security and trust first:
- Security and trust
- Usability blockers
- Support deflection
- Strategic campaigns
- New features
I aligned the model with RICE principles — reach, impact, confidence, and effort — so it mapped to how product managers already thought about prioritization. That made the framework easier to explain, easier to adopt, and easier to use in tradeoff conversations.
To put the model into practice, I established the first quarterly business review (QBR) for ROSA documentation with product leadership. The review used Voice-of-Customer (VoC) data and support trends to surface gaps, evaluate competing requests, and align on sequence. I framed the framework as shared prioritization principles that documentation and service partners could apply together.
What this demonstrates
- Documentation prioritization grounded in customer impact
- Product-aligned decision-making using RICE principles
- Governance through a recurring quarterly business review
- Use of Voice-of-Customer data and support trends to guide documentation investment
- A shared sequencing model for documentation, product, engineering, and support partners
Outcomes
The framework gave ROSA documentation a clear way to sequence work across product roadmap commitments, customer support needs, and strategic documention priorities. The quarterly review became the forum where documentation and product partners aligned on what to take on next, using customer data rather than ad hoc request order. Documentation leadership recognized the framework and QBR as a model for aligning cross-functional teams around a documentation-owned roadmap that had to account for multiple upstream priorities.