How do you design user assistance for an audience to whom you don't have access? The biggest challenge and largest gap in our design process was lack of interaction with the users of our Help products. Our Fortune 500 Company provides software products and services to the financial services industry, and we are a group of user-assistance developers tasked with documenting the products for one market segment. While we had access to internal customers (product strategy, design, development, customer support, and implementations), we wanted to solicit design input from external users who were extremely diverse in their information needs,…
You must be a member of SIGCHI, a subscriber to ACM's Digital Library, or an interactions subscriber to read the full text of this article.
GET ACCESSJoin ACM SIGCHI
In addition to all of the professional benefits of being a SIGCHI member, members get full access to interactions online content and receive the print version of the magazine bimonthly.
Subscribe to the ACM Digital Library
Get access to all interactions content online and the entire archive of ACM publications dating back to 1954. (Please check with your institution to see if it already has a subscription.)
Subscribe to interactions
Get full access to interactions online content and receive the print version of the magazine bimonthly.