Understand the user. E.g. End user is busy with day to day activities and does not have the time to read.
Observe and interview the user in order to understand the pain point face by end user. E.g. Documentation is too wordy and boring.
Generate solutions to address the specific problem. Eg. Use graphical presentation in the documents.
Create documents using process flow chart for trial.
Obtain feedback from the end user to refine the documents.