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Delivering Documents for All Three Use Cases
- 1. DELIVERING DOCUMENTS FOR ALL THREE USE CASES November 24, 2017 Margaret Fero | Degreed Technical Writer degreed.com/maggiefero @MaggieFero
- 2. G’DAY. We’re Degreed. AGENDA 1 2 3 Overview of each use case Antipatterns to watch for How to help each user
- 3. USE CASES 1 2 3 Learning a new product Learning a new feature Troubleshooting
- 5. LOOKED LIKE FEATURE EXPLANATION • Cute video PROS: • Links to other topics with more information on related issues • Introduced then expanded an acronym for the feature
- 6. LOOKED LIKE FEATURE EXPLANATION • I do not want this feature. I do not care about this feature. I cannot skim your video. CONS: I
- 7. ABOUT YOUR PROFILE Your Degreed user profile allows you to get credit from others for everything you learn throughout your life. You can start by adding your previous learning accomplishments, and track new ones as you go. Keep adding new items you learn from as you continue learning. You can also connect the other sites you use to learn.
- 8. LOOKED LIKE OVERVIEW • Friendly, conversational PROS: • Basic enough for a beginning user to understand • Situates you within the general tasks you might find soon, but…
- 9. • Doesn’t address a specific task CONS: LOOKED LIKE OVERVIEW • Moves slowly and gives beginner-level information • It’s unclear how far you can skip
- 10. TO USE THE BOOKMARKLET OR EXTENSION 1. Click your name in the upper-right-hand corner of the screen, select Settings, then select the Degreed Button tab. 2. Click the tab for your browser and follow the instructions. 3. The first time you use the Degreed Button, you must authorize it to access your Degreed account by entering your Degreed credentials and logging in. The Degreed Button will usually remember you, but occasionally your session expires and you will need to log in again.
- 11. LOOKED LIKE DROP-IN • Brief Procedure PROS: • Skimmable • Instructions allow for following along from any browser
- 12. TO USE THE BOOKMARKLET OR EXTENSION 1. Click your name in the upper-right-hand corner of the screen, select Settings, then select the Degreed Button tab. 2. Click the tab for your browser and follow the instructions. 3. The first time you use the Degreed Button, you must authorize it to access your Degreed account by entering your Degreed credentials and logging in. The Degreed Button will usually remember you, but occasionally your session expires and you will need to log in again.
- 13. • Just dives in with no context • What is this bookmarklet? What’s an extension? CONS: LOOKED LIKE DROP-IN
- 14. HELP A USER LEARN YOUR PRODUCT • Introduce the why • At least hint at order • Contextualize upcoming tasks • Be efficient, but not terse • Consider emotional impact: the user is curious
- 15. HELP A USER LEARN A FEATURE • Chunk the documentation • Contextualize within the product, but don’t spend too much time off-topic • Keep it tight, but friendly • Go in order • Keep your promises
- 16. HELP TROUBLESHOOT AND MOVE ON • Include the minimum viable explanation • If somebody skimming will hit a problem, warn them • Test these topics twice as much as usual • Again, consider emotional impact: the user is stuck
Editor's Notes
- I get here extremely frustrated, and then you frustrate me even more, because not only does the product not work, the documentation doesn’t work either.
- I was receptive here…I came in as an eager, or at least satisfied user, looking to deepen or broaden my use of your product, but you took that interest and dragged me along until I didn’t even care any more.
- I came here to learn a new product, and I’m probably dedicated enough to follow your instructions and figure it out, but I might feel like something is missing or I’ve been a little neglected because I really have to stumble through to learn how things work.