Get your tickets for Infobip Shift 2023 at https://shift.infobip.com/ https://twitter.com/InfobipShift Documentation is a critical part of software development, yet even the best companies often get it wrong. In this talk, we'll explore how writing documentation with empathy and clarity can benefit end users and lead to better outcomes for everyone involved. We'll also discuss what I call empath-driven-documentation. It aims to understand users motivations, and pain points. By doing so, we can write documentation that is clear, concise, helpful, and that addresses the real-world problems that our users face. We'll explore some common pitfalls, such as jargon, ambiguity, and complexity, that can make documentation difficult to understand and use. And explore some practical strategies for solving them.