Authors:
Doris Holloway
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,…
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