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I don't know what the answer is, but as far as I know, this problem is very very common. My experience in the financial industry has been that there is very little thought brought to bear on the user interface. Seems to be because the folks that hold the purse strings don't know there is such a thing as user interface design or usability. Any problems users have using the applications are laid at the door of the users or the supporting documents / training. To me, it's mind boggling how something like user design, which has such an impact on employee productivity / errors / experience (I document internal applications), can be disregarded the way it seems to be. And in my case also, I don't get to make changes to the application...
Sorry, but documents can't fix a bad design. At best, they can help users limp through it. Hopefully, they're captive users, as are the employees here. They learn it anyway in the end...
Well, this is a rant. Maybe someone out there has a great idea on a solution. And congrats on doing the usability testing on your docs. Great step in the right direction!
Eileen Neumann
Franklin Templeton Investments
-----Original Message-----
From: A.H. [mailto:isaac840 -at- yahoo -dot- com]
Sent: Wednesday, November 24, 2004 11:51 AM
To: TECHWR-L
Subject: Software design and end-user documentation
Hello, all,
I am one of a staff of two doing end-user
documentation for a database program created by a NYC
non-profit org. The program has already been released
and we're working with other non-profits, mostly in
NYC, to implement the database and get feedback about
usability, end-user documentation, and other concerns
they may have. I just read http://www.techscribe.co.uk/techw/software_usability.htm,
where it is written good design should reduce the need
for end-user documentation. I know this is true.
Here's my dilemma: The design for the program is
pretty much set. Although there will be minor tweaks
along the way, it is what it is. We have conducted
about 6 focus groups to get feedback on the end-user
documentation, which we are now in the process of
revising. If design is the ultimate issue and we can't
change it, then how else can we best help the
end-user? Has anyone faced the same problem before?
Thanks,
Anthony Hernandez
Technical Writing Intern
Fund for the City of New York
Notice: All email and instant messages (including attachments) sent to or from Franklin Templeton Investments (FTI) personnel may be retained, monitored and/or reviewed by FTI and its agents, or authorized law enforcement personnel, without further notice or consent.
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