In Health Care and Life Sciences, the information we furnish to direct and end customers can affect their well-being, even their very existence. As an example, in 2004, in Epinal, France, cancer …
In Health Care and Life Sciences, the information we furnish to direct and end customers can affect their well-being, even their very existence. As an example, in 2004, in Epinal, France, cancer patients in a hospital received excessive doses during radiation therapy, with serious consequences. The final report on this health tragedy partially blamed a badly designed software interface, and the fact that there was no French manual.
Clearly, we need solid systems that help us ensure not only that we deliver accurate information, but that our content is findable, accessible, and understandable. Since expert customers are less prone to making errors, we also want to encourage development of expertise with our products.
In this session, we look at how we can:
• Design information that empowers customers to make better decisions (is this what I need to do? Why? If not, what should I do?)
• Build cognitive demand (increase customers' desire to learn more and become experts)
• Create stakeholder communities that include direct and end customers as equal stakeholders, so we can get valuable feedback, make better products, and build customer loyalty.
Techniques are drawn from cognitive science, learning theory, and content marketing, as well as from user assistance practice and structured authoring.