Upload
patriciagale
View
26
Download
1
Embed Size (px)
Citation preview
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncounters
Close EncountersConnecting with Users to Improve Content
Patty GalePrincipal Content Experience Designer, Autodesk, Inc.
CIDM IDEAS
Online Conference January 24, 2017
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 4
Who do you go to for feedback
on your documentation or learning content?
Developers/engineers/QA/Subject matter experts
User experience/Product mgt/Customer support/Marketing
Data/analytics
Users
Other
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 5
Where do you get feedback on your docs?
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 8
Lost 1/3 here
Lost 2/3 here
Gain insights
to improve
content and
findability
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 11
Team
Why?
Empathy Insights
Credibility
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 15
I’m more of an extrovert.
I like meeting new people
and trying new things.
It’s exciting!
Which of these best describes you?
I’m more of an introvert.
It takes extra effort for me
to meet new people
and try new things.
It can be scary.
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 17
#1: Talk to Customer Support
• 55 support calls in the past year
• In most cases, this issue can be
resolved by the user after consulting
a support article.
• In the past year, the article has been
visited 292 times. However, the error
message does not provide a direct
link to the article; users must search
for it.
• The article is in English only, so it
doesn’t help 60% of our users.
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 21
#3: Conduct user surveys
Standard Video
ScreenCast
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 37
#7: Perform usability testing
Overall score on a range
from 1 (low) to 10 (high)
Red = lots of users did not
find the correct topic
Gray = a few users skipped this task
Dark green =
some users went
directly to the
correct topic
Light green = some users
wandered before finding it
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 38
Lost 1/3 here
Lost 2/3 here
#7: Perform usability testing
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 40
#9: Invite users to attend your sprint demos
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 41
#10: Visit users in their natural habitat
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 42
#10: Visit users in their natural habitat
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 43
#10: Visit users in their natural habitat
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 44
#10: Visit users in their natural habitat
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 45
Support
Online
communities
Site visit
User surveys Events
Reviewers
DemosUsability test
Answer online Qs
Diary study
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 46
1. Talk to Customer Support
2. Join online user communities
3. Conduct user surveys
4. Perform a diary study
5. Answer user questions and comments
6. Attend user events
7. Perform usability testing
8. Recruit user-reviewers
9. Invite users to attend your sprint demos
10. Visit users in their natural habitat (site visits)
10 ways to know your users
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 47
Review the list of methods to engage your users
Decide on two or three that you feel comfortable with and want to try
Get management approval, if required
Do it!
Start to use what you learn from users to improve quality
and inform your design decisions
Share the results with other learning content developers
and stakeholders
When you are comfortable with those 2-3 methods,
expand your repertoire and try a couple more
Talk to UX and Product Management to learn other ways
you can connect with users
Okay, now what?
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 48
Yes! I’m inspired to start reaching out to users.
I want to…not sure I have the time or support to do it.
Maybe. It depends on my workload and other factors.
No. I’ll leave that for UX and Marketing to do.
Do you want to try to start connecting
with your users in the next month?
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 49
Team
Why? Connect with users for these reasons:
Empathy Insights
Credibility
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 50
Autodesk Screencast: http://screencast.autodesk.com
Diary studies: http://www.usertesting.com/blog/2014/06/25/how-to-
get-feedback-over-time-with-diary-studies/
Dscout: www.dscout.com
Usability testing at Bentley University:
http://www.bentley.edu/centers/user-experience-center
Treejack: https://www.optimalworkshop.com/treejack
Additional resources
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 51
From theNounProject.com
Aliens by Alexander Skowalsky
Beach by Gilad Fried
Calm by Luis Prado
Email by Lorena Salgre
Extrovert by Hadley Anderson
Eyes by Ji Sub Jeong
Index by Julynn B.
Know by Sergi Delgado
Communication by Creative Stall
Expert by Juan Pablo Bravo
Users by Vittorio Maria Vecchi
Attributions for images used in this presentation
Creative Commons licensed images:
Cloister by Kris Arnold
Child climbing over wall by Arwen Abenstern
Bandage on finger by Chu
Expert by Pete Prodoehl
Locker Room Survey by Patty Gale
Diary by Kevin Couette
© 2017 Autodesk @tkrytr @Center4infoDev #CloseEncountersSlide 52
Patty Gale
@tkrytr
patty-gale-9774461
Autodesk, the Autodesk logo, and Revit are registered trademarks or trademarks of Autodesk, Inc., and/or its subsidiaries and/or affiliates in the USA and/or other countries.
All other brand names, product names, or trademarks belong to their respective holders. Autodesk reserves the right to alter product and services offerings, and
specifications and pricing at any time without notice, and is not responsible for typographical or graphical errors that may appear in this document.
© 2017 Autodesk, Inc. All rights reserved.