Managing the User Journey in Documentation: Lessons from the Maha Kumbh

Effective documentation is not just about listing or documenting the what, why, and how of features. It guides users to their goals by anticipating their needs and removing roadblocks.

I recently attended the Maha Kumbh, one of the largest gatherings in the world. I was awestruck by how the organisers managed the 45 crore (450 million) devotees in a temporary setup. It reminded me how great documentation should manage the user journey.

Here is what the Maha Kumbh reinforced about designing the user journey in our documentation:

Anticipate entry points (onboarding matters)

Pilgrims arrived from different cities, used different modes of transport, reached different parts of the city, and reached at different times of the day. No single entry point worked for everyone. The event planning ensured that no matter where someone started, they could find a clear, structured path forward. Documentation must work the same way. Users do not start at one fixed point. It is the documentation’s responsibility to meet users at their entry point and guide them seamlessly to where they need to be. It should answer the question: Where do I start?

Well-defined pathways (navigation matters)

Routes to ghats were structured to prevent confusion and unnecessary detours. If one route was blocked, there was always a backup, so no one had to retrace their steps. Documentation should have a logical, non-frustrating flow so users can move forward effortlessly. They should not be forced to jump across scattered links or search endlessly. It should answer the question: Where do I go next?

Proactive support

Help desks and volunteers were stationed everywhere, solving problems before they escalated. Documentation should do the same by offering FAQs, troubleshooting tips, and contextual help exactly where users need it without making them search.

Handling the unexpected

Even with meticulous planning, crowd surges, lost visitors, and emergencies happened. The Maha Kumbh had quick-response strategies in place. Likewise, documentation must prepare for user errors and unexpected scenarios, offering clear solutions and next steps. For many users, the happy path is a myth.

User-centric design

Everything at the Maha Kumbh was designed for accessibility and ease. Dedicated lanes for the elderly, multilingual signs, placement of food counters, toilets, platforms, changing rooms, and medical facilities. The intuitive layouts ensured that no one had to struggle to find their way. Similarly, documentation should be inclusive, intuitive, and structured to predict user needs.

Progressive disclosure

The event did not overwhelm visitors with every detail upfront. Directions and instructions appeared at the right place, at the right time. Documentation should also gradually introduce complexity, ensuring users get the information they need when they need it.

Adaptive guidance

Event organizers monitored crowd movement and adjusted routes dynamically. Imagine documentation that adapts similarly. AI-driven guides could respond based on user behaviour, offering real-time recommendations rather than static FAQs. This could be the future of documentation.

Pushers vs. Peace Seekers

No matter how well-organized, the Maha Kumbh still had people who pushed and shoved their way through just for kicks, making the walk uncomfortable for those around them. But for those who let them pass without resistance, there was a deep peace to be found in the sacred surroundings. Documentation works the same way. Some users will always skip steps, refuse to read, and blame the docs when things do not work. But for those who engage with it as designed, following the paths laid out for them, the journey becomes smooth, predictable, and even enjoyable. A well-crafted manual cannot force every user to follow the intended route, but it creates clarity for those willing to walk the path.

Documentation, like a well-planned event, does not just provide information. It creates a seamless experience where users can focus on their goals without frustration.

How do you design the user journey for your documentation? Let’s discuss this in the comments!

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Trigger credits: The Maha Kumbh organizers and Shivakumar Shamasundar who organized our trip. Thank you for thinking of everything!