Case Study - Fraud Management Platform: Developer Enablement & Documentation at Scale

The Challenge

FICO’s Falcon Fraud Manager and financial risk products are trusted worldwide to detect and prevent fraud in real time. But onboarding new customers—often large banks with complex legacy systems—required navigating dense technical documentation that slowed integrations and increased support calls.

What We Did

• Rebuilt API and integration documentation with a developer-first mindset, removing ambiguity and surfacing real examples.
• Created reusable DITA topics for product features, ensuring accuracy across multiple publishing channels.
• Mapped data flows and integration patterns into clear, visual diagrams tailored to financial institutions’ architectures.
• Collaborated with SMEs and integration engineers to ensure real-world accuracy and completeness.
• Published documentation in multiple formats for internal teams, customer portals, and partner onboarding.

Results

• Faster time-to-value for new banking and payment clients.
• Reduced strain on FICO’s support teams through clear self-service enablement.
• Improved integration success rates by making complex fraud prevention workflows understandable.
• Documentation became a selling point during customer acquisition.

Why It Worked

By approaching fraud management documentation as a product, not an afterthought, FICO empowered clients to integrate faster and more confidently—helping them protect billions in transactions with minimal friction.

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