How GBG GO went from zero to launch-ready docs in under 90 days

Key outcomes

• Built a full documentation from ground-up within less than three months.
• Created clear content flows for three user groups: internal teams, business users, and developers
• Set up both public and internal documentation in Mintlify for improved accessibility and maintenance
• Established an ongoing release note process for new modules and features.
• Freed up GBG’s product and engineering teams by taking full ownership of documentation delivery.

Company snapshot

GBG is a global leader in identity verification and fraud prevention. Its flagship platform, GBG GO, offers modular identity tools , such as ID and biometric verification to background checks and document validation, that integrate seamlessly into customer-facing applications.

GBG serves clients across finance, travel, commerce, and other industries. Its low-code, configurable design helps organizations adapt identity workflows to meet market and regulatory requirements.

• Industry: Identity verification / SaaS
• Company size: 1,001-5,000 employees
• Location: Headquarters in Chester, United Kingdom
• Use case: Documentation setup, developer onboarding, process design
• Products: GBG GO (identity verification platform)

The challenge

As GBG prepared to launch a new version of GBG GO, the team identified a major gap in having no documentation system in place. With no technical writers and no defined process for creating or maintaining content, the product needed documentation built from scratch.

The challenge was threefold:

• Clear internal instructions for teams setting up and managing client accounts
• Step-by-step guides for business users building customer journeys
• API documentation for developers integrating those journeys into client software

Without this foundation, internal teams risked setup errors, developers struggled with integrations, and product adoption slowed. GBG needed a partner who could move quickly, build both the system and content, and work independently with minimal oversight.

Hackmamba took ownership from tool setup to content creation and brought in best practices that made our docs clear and easy to use- Argelia Herrera, Product Manager at GBG

Our approach

Hackmamba started with a full discovery and audit process. Since GBG GO did not have much existing documentation, the focus was on understanding how the platform worked through demos, interviewing engineers, and manually exploring the APIs.

What I appreciate most is how independently they work — after a quick briefing, they run with it and deliver good quality results without needing much oversight.- Argelia Herrera, Product Manager at GBG

Once we understood the structure, we:

• Set up Mintlify to host both public and internal documentation, giving GBG a scalable, modern platform.
• Developed end-to-end documentation for three groups of end-users: internal teams, external business users, and external developers.
• Created an API reference and supporting developer guides that explained how the journey schema worked and how to call APIs clearly.
• Established content templates and processes so future modules, features, and release notes could be added easily.
• Plugged one of our authors directly into GBG’s product development workflow. This helped us stay informed with feature updates and maintain the docs accordingly.

“They’ve taken a huge load off our team.”

In less than three months, GBG GO moved from having no documentation to a complete, launch-ready site. Each user group now has dedicated content tailored to its workflow:

• Developers can integrate faster with detailed guides and clear API references.
• Internal teams follow structured setup steps that reduce onboarding errors.
• Product teams maintain documentation easily with release templates and built-in update processes.

By making documentation part of the product workflow, GBG eliminated a major delivery bottleneck and gave every team a single source of truth.

Ongoing partnership

Hackmamba continues to work closely with the GBG GO team as the platform evolves. The partnership has expanded to include an automated system that generates module documentation directly from the product’s codebase. This solution was developed by our writer in collaboration with GBG’s engineering team.

The new process improves efficiency and reduces the possibility of human error. The writer now reviews each autogenerated pull request for spelling, grammar, and clarity before it is published.

Hackmamba also created a release notes template stored in Confluence. This template allows other GBG teams to create and manage their own release notes easily while maintaining consistency across updates.

Closing thoughts

GBG GO’s documentation project shows how clear structure and ownership can turn a complex product into a system that scales smoothly. When documentation becomes part of the product workflow, teams spend less time fixing errors and more time building features.

Hackmamba is a developer marketing agency that helps technical product companies build clear, scalable documentation systems from the ground up. If your team needs clear, reliable documentation that runs as smoothly as your product, let’s talk.