From User Assistance to User Guidance


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Making user assistance fail-safe is never really going to work. Users have a mind of their own and you cannot force them to read the manuals and follow the procedure.
To cure this weakest link in the planning, execution and reporting of procedural work, we need to take the user by the hand and lead them through well-defined procedures step by step, at the same time recording all the user actions and input automatically.
In this way, we optimize the work (in efficiency and reliability) and the reporting (by automatically capturing data instead of relying on the goodwill of a user to fill out a survey, or a tired service engineer to write a full report at the end of a long working day).
The demo (not included in the slides) shows an application platform running on an iPad (also available for Windws and Android tablets as well as smartphones and web browsers), allowing easy assembly of procedures out of small LEGO-type building blocks. Data is captured as the user is proceedng and only applicable steps are displayed. At the end of the day, performance data (of machines, of engineers, of the procedures themselves) is available for business analists to optimize the business further.

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From User Assistance to User Guidance

  1. 1. © 2014 - JANG Communication - Amsterdam, Netherlands From UA to UG (+ BI) Jang F.M. Graat Amsterdam
  2. 2. ©2014-JANGCommunication-Amsterdam,Netherlands who's talking ? Jang F.M. Graat Psychology, Philosophy 25+ years Tech Comm self-taught professional DITA, XSLT, javascript addicted to challenge
  3. 3. ©2014-JANGCommunication-Amsterdam,Netherlands what is this talk about ? user assistance user guidance business intelligence
  4. 4. user assistance
  5. 5. ©2014-JANGCommunication-Amsterdam,Netherlands minimalism only what users need action-oriented support error recovery
  6. 6. ©2014-JANGCommunication-Amsterdam,Netherlands optimizing assistance printed manual help file context-sensitive help user analysis/categorizing progressive disclosure embedded help
  7. 7. ©2014-JANGCommunication-Amsterdam,Netherlands optimizing production topic-based authoring single-sourcing automated transforms conditional content personalizing info feedback mechanisms
  8. 8. ©2014-JANGCommunication-Amsterdam,Netherlands modern technology interactive media dynamic content hand-held devices central storage/servers usage & usability tracking
  9. 9. user guidance
  10. 10. ©2014-JANGCommunication-Amsterdam,Netherlands procedural knowledge consulting manuals training courses formalized procedures
  11. 11. ©2014-JANGCommunication-Amsterdam,Netherlands optimizing the work user & task analysis procedures lead users reduce learning curve standardize the work basis for planning
  12. 12. ©2014-JANGCommunication-Amsterdam,Netherlands modern technology interactive media dynamic content hand-held devices central storage/servers usage & input tracking
  13. 13. business intelligence
  14. 14. ©2014-JANGCommunication-Amsterdam,Netherlands optimizing the business product improvement predictive maintenance service staff planning equipment optimization service staff education customer training
  15. 15. ©2014-JANGCommunication-Amsterdam,Netherlands how to get the data usability research customer feedback service staff reports surveys
  16. 16. ©2014-JANGCommunication-Amsterdam,Netherlands modern technology interactive media capture input/comments track itinerary timestamps on sign-offs collect data in server
  17. 17. UA + UG + BI
  18. 18. ©2014-JANGCommunication-Amsterdam,Netherlands one server connects all
  19. 19. ©2014-JANGCommunication-Amsterdam,Netherlands <DIB> app building blocks
  20. 20. ©2014-JANGCommunication-Amsterdam,Netherlands capturing/reusing data
  21. 21. time for a demo !
  22. 22. ©2014-JANGCommunication-Amsterdam,Netherlands questions ? Jang F.M. Graat Amsterdam, NL @4everJang