A leading connected industrial workers software products development company wanted to enhance the user experience and improve product adoption through:
well-structed end user documentation,
easy access to documentation through portal, and
easy to use and understand training materials.
Challenge
Connected Industrial Workers Software Products Development Company here after referred to as Company/ Organization, faced challenges related to the absence of user-friendly documentation for their software products and a lack of structured training materials for end-users. These challenges hindered customer adoption, led to increased support requests.
Solution: Technical and end-user documentation
Duutha was chosen to develop technical and end-user documentation. Duutha developed and delivered them in the following phases:
Phase 1: Assessment and Planning
A thorough assessment to identify gaps in existing documentation and training materials was conducted. Feedback from customer support teams was gathered and paid special attention.
Technical writers collaborated with product managers, solution engineers and came up with user-centric documentation outline.
Phase 2: Technical Writing - User Documentation
Existing documentation was reviewed and categorized, highlighting areas that required updates or creation of new documents.
Writers created user manuals, installation guides, configuration guides, and troubleshooting documentation for each software product. These documents were designed with a focus on user experience and ease of understanding.
Documentation portal was developed that gave instant access to documentation.
Results
Customers mentioned that information search and retrieval time was reduced by more than 90 %.
Achieved 100% product coverage and reduced "How to" issues from 40 a month to 0
Product implementation timelines were brought down from 4 months to under 2 weeks with a well-designed implementation guide.
Product upgrade time was reduced by more than 80%
“This upgrade is a significant improvement from the last one. So far, we have seen an 80% reduction in the number of hours required by resources to support this.“ Jamie, customer representative
“Ramakanth - fantastic job on significantly improving the Upgrade documentation.” Hari, Co-founder
Phase 3: Training Content Development
Interviewed all user personas to identify specific training needs. This included assessing the skill levels of end-users and understanding their preferences for learning.
Instructional designers collaborated with subject matter experts to develop training curricula tailored to different user roles and experience levels.
Engaging training materials, such as step-by-step video tutorials, interactive software simulation exercises were developed to facilitate user training.
An e-Learning platform was integrated to provide customers with easy access to training content and track their progress.
Outcome
Improved User Experience: User manuals and guides enhanced the overall user experience, reducing confusion and support requests.
Reduced Support Requests: Comprehensive troubleshooting documentation helped users address common issues independently, reducing the burden on customer support.
Effective Training: The availability of structured training materials enabled customers to quickly and effectively learn how to use software products.
Customer Satisfaction: Positive feedback from customers indicated improved satisfaction due to the availability of user-friendly documentation and training content.
Reduced Training Costs: Self-paced training materials reduced the need for costly in-person training sessions.
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