TITLE: Creating Effective and Enjoyable Documentation: Enhancing the Experience of Users by Aligning Information with Strategic Direction and Customer Insights

LEADER(s): Karl Smart, Dave Norton

AFFILIATION(s): Brigham Young University, USA;  Yamamoto Moss, USA

CONTACT PERSON: Karl Smart

CONTACT EMAIL: karl_smart@byu.edu

LENGTH: Full-day

TIME: Sunday, October 21, 2001; 8:30a -- 5:30p. 

ABSTRACT:

Organizations produce value for customers and gain competitive advantage by creating meaningful experiences for consumers and users of products and services. Documentation and information play a central role in the experience of users, particularly with software applications and the Web. This tutorial gives participants an understanding of how "experience design" is impacting documentation and online interactions. Participants learn why it is important to create positive user experiences-documentation that is both enjoyable and memorable-and how to transform user interactions into memorable experiences.

The tutorial introduces a variety of field research and observation methods (including contextual inquiry, in-depth experience sessions, and user testing). Participants will learn a user-centered design process that shows them how to transform user data into actual design ideas; how to align the ideas with their organization's corporate voice, brand, and personality; and how to prototype, test, and implement these ideas-all with the intent of better meeting the information needs of users and creating positive user experiences. Guided group work allows participants to apply the concepts learned at each step of the process and provides valuable tools that can be used with any documentation processes. This tutorial will help participants expand their view of what documentation is and how it can be used as a strategic tool within their respective organizations.

THIS TUTORIAL IS CANCELED

Last modified October 28, 2001 by Scott Tilley.