Post on 07-Apr-2018
Padmapriya Ramakrishnan
Uthra Chandrasekaran
“Quality in a service or product is not what you put
into it. It is what the client or customer gets out of it.”
-Peter Drucker
Described as the founder of modern management, Peter Drucker is an American management consultant, educator, and author, whose writings contributed to the philosophical and practical foundations of the modern business corporation.
Uthra Chandrasekaran – Lead Technical Writer, HCL Technologies Limited
Uthra started her career in Technical Communications, and over the years took on additional responsibilities. Has mentored and groomed several writers. Is interested in interfacing with customers and understanding their requirements and translating that in to end-user documents.
Padma Ramakrishnan – Associate Documentation Manager, HCL Technologies Limited
Padma has about 8 years of experience in the IT industry - started out as a technical writer and over the years took on additional responsibilities.
Has worked on a wide range of documents including user and installation guides, API docs, and presentations. Is interested in learning new technologies and how they help users in meeting their needs.
Need for Task-Based Documents
User Task Analysis – An Overview
User Task Analysis – Phases
Example
Q & A
Users look to complete their tasks on time.
They look for documentation only when they are stuck and unable to proceed.
Traditional Software New Age Software
User task analysis involves understanding your users’ goals, and identifying the tasks that help them to achieve their goals.
Identify your
users
Analyze user
tasks
Map
workflows
with users’
tasks
Author
content based
on identified
workflows
A user persona is determined by the role that a user performs on the job and represents a group of users.
Expert
Infographics/High-level instructions
Intermediate
Step-by-step guidance
Beginner Conceptual information/Step-by-step guidance
UI design meetings
From Marketing/Field people
Site visits
A user-task matrix helps to analyze which users do which tasks. Task Windows
Administrator Network Administrator
Basis Administrator
Manage Employees Yes No No
Manage Software Configuration and Updates
Yes No No
Manage Devices No Yes No
Manage Users No No Yes
Manage and Monitor Database
No No Yes
Identify subtasks.
Arrange the subtasks in a sequential order to create a workflow.
Manage Employees ◦ Create Employee Group
◦ Configure Policies
Configure Authentication Policy
Configure Authorization Policy
◦ Add Employee to Group
◦ Create or Edit Password Policy
◦ Lock and Unlock Employee Account
Support Production ◦ Install/Upgrade New Releases
◦ Migrate Data
◦ Apply Patches
◦ Backup/Restore Data
◦ Change Permissions
Manage Endpoints ◦ Create an Endpoint Group
Add Endpoint
Configure Endpoint Security Policies
Monitor Endpoints
Sub Tasks (Menu Driven) Workflows
A. Create Employee Group B. Add Employee to Group C. Create or Edit Password Policy D. Configure Policies
i. Configure Authentication Policy
ii. Configure Authorization Policy
E. Lock and Unlock Employee Account
F. Create an Endpoint Group G. Add Endpoint H. Configure Endpoint Security
Policies I. Monitor Endpoints
Add Employee 1. A 2. D (i) 3. D (ii) 4. B
Allow Employees to Use Personal Devices in the Corporate Network 1. A 2. D (i) 3. D (ii) 4. B 5. G 6. H
Author content
(workflows)
Create infographics
and add to the
beginning of a
workflow
Add relevant
troubleshooting
information at the
end of the workflow.
Work with Graphic
Designers to come
up with training
materials and screen
casts, if required.
Related Topics • CA Service
• CA Keys Provisioned on the Nodes
Image sources: ◦ http://reqtest.com/wp-content/uploads/2012/06/Use-Personas-as-a-
portrait-of-your-user.png ◦ http://www.eastwood.nsw.edu.au/wp-
content/uploads/2014/05/chesspieces.jpg ◦ http://www.santosha.com/assets/images/sirsha-vj-o.gif ◦ http://www.leon-leon.com/figs/ddlc.gif ◦ http://www.rapidvaluesolutions.com/wp-
content/uploads/2014/11/Android-Candy-Story-Infographic-by-RapidValue-Solutions.png
THANK YOU