Modernized documentation that builds trust.
TransUnion ® elevates documentation into a key product experience with Adobe Experience Manager Guides.
50%
Content reuse to improve consistency, reducing duplications
Products:
Objectives
Enhance user experiences with consistent, high-quality messaging
Provide accurate, up-to-date information to help businesses get more from their solutions
Deliver content across any channel where users need it
Explore innovations in documentation to better support diverse user bases
Results
50% of content reused, reducing duplication and delivering consistent user experiences
Halved the content creation cycle to help ensure users receive updates faster
Automated publication, savings days of work and encouraging consistency across channels
30% improvement in writer productivity, freeing up time to focus on innovation
Documentation for the whole product lifecycle
Consumers in the United States lost $12.5 billion to fraud in 2024 according to the Federal Trade Commission*—and that number is only on the rise. Behind every case of fraud is a person who faces increased stress alongside the lost time, money, and opportunities. To combat this growing trend, businesses are increasingly relying on TransUnion solutions to identify threats and keep their customers safe.
With 50 years of experience as a trusted credit reporting firm, TransUnion has developed a deep understanding of consumer identity, enabling it to help businesses mitigate risk and prevent fraud at the source. As stewards of consumer information, the company is committed to delivering modern fraud, marketing, investigations, and communications solutions that businesses— and their customers — can trust.
TransUnion is now on its path to modern, innovative product documentation with Adobe Experience Manager Guides. With the AI-powered, cloud-native component content management system (CCMS), technical documentation teams can easily create, reuse, and scale documentation to deliver the content that businesses want the most, throughout the product cycle.
“Great documentation isn’t just support. It’s a key part of the product experience that drives user satisfaction, reduces support costs, and builds long-term trust,” says Aditi Jain, Technical Writing Lead for the Global Fraud Solutions team at TransUnion. “By delivering in-depth product documentation, we can empower companies to maximize the potential of their TransUnion fraud solutions to better safeguard their business and their customers.”
“Working with Experience Manager Guides had a huge impact on writers, improving productivity up to 30%.”
Aditi Jain
Technical Writing Lead, Global Fraud Solutions, TransUnion
Cutting out redundancies for writers
The technical documentation team manages hundreds of assets, from user and admin guides to release notes, FAQs, API references, and knowledge base articles. But with content scattered across multiple tools and formats, overlapping topics were often rewritten from scratch due to limited visibility and reuse.
Experience Manager Guides gives the technical documentation team a centralized platform to author, manage, and publish structured DITA content. Writers create modular, topic-based content, such as API usage or user onboarding, that can be reused across documents and formats without manual duplication. This has cut down on redundant work and improved consistency. Today, about 50% of content is reused across product lines, reducing project timelines from four to six weeks to just two to three weeks.
“Working with Experience Manager Guides had a huge impact on writers, improving productivity up to 30%,” says Jain. “Writers can focus on creating quality content or exploring new and better ways of presenting information to users wherever they are.”
The CCMS adds version control and metadata tagging to make it even easier for writers to find and reuse the latest version of any content. If writers make changes to a topic later, all documents update automatically. Documentation is kept consistent and up to date, while also allowing TransUnion to maintain compliance with any regulatory requirements through clear audit trails.
Expanding team collaboration
With a centralized CCMS, TransUnion’s technical documentation teams now collaborate more effectively across departments. Writers can easily find and reuse content created by other teams without relying on emails or digging through shared drives, leading to more consistent documentation across the organization.
The platform’s built-in collaboration tools streamline the review process, enabling teams to leave inline comments and track versions in real time. As a result, review cycles have accelerated from seven days to just three, and overall project timelines have been significantly reduced.
“We’ve created a single source of truth for technical content. As we begin scaling product documentation and delivering a wider variety of content, having a centralized, single-sourced and standard framework will help us meet growing demand and reinforce our position as a trusted brand.,” says Jain.
Content wherever users read it
Using integrations with the content management system through Experience Manager Guides APIs, writers no longer need to switch between multiple tools to publish content to each channel. With just a few clicks, they can publish from the CCMS to the website, knowledge base, in-product help menu, or downloadable PDF.
Writers also don’t need to spend time reformatting content, as templates help to produce content that meets the branding and accessibility standards for every channel. What used to take three days of manual reformatting now happens in just a few hours, with minimal involvement from writers. Businesses now see consistent messaging, terminology, and navigation across content, leading to fewer support tickets from users who can’t find the documentation they need.
“A unified experience reinforces brand credibility and builds trust by helping businesses find ways to better protect their customers,” explains Jain.
"With Adobe as a trusted partner, we not only aim to elevate customer satisfaction but also to reduce risks, build trust, and contribute to a safer, more informed financial ecosystem."
Aditi Jain
Technical Writing Lead, Global Fraud Solutions, TransUnion
Empowering users with documentation
Building upon the standard, structured content, Jain believes that TransUnion is well prepared to take advantage of AI and large language model (LLM) capabilities for more intelligent search. Very soon, users can see fully personalized documentation experiences, connecting them with answers they need much faster. While TransUnion currently publishes product documentation only in English, working with standard content fragments also makes it easier for teams to localize experiences.
“Our goal is to deliver high-quality, compliant documentation that enables users to navigate TransUnion products with confidence and minimal need for support,” says Jain. “With Adobe as a trusted partner, we not only aim to enhance customer satisfaction but also reduce risk, build trust, and contribute to a safer, more informed financial ecosystem.”
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