Ray Gallon

CULTURECOM CULTURE COMMUNICATION TECHNOLOGIE

The Call:

The Product � Business Activity Monitoring (BAM)

software �  Fits the space between Business Process

Management (BPM) and Business Intelligence (BI).

� Client describes two audiences:

�  IT

� Management

The Two Audiences

�  IT: �  Interested in technical integrity of

process

�  Interested in QA per existing SLA

(internal or external)

� Concern that the application not

damage their infrastructure

�  Management: �  Interested in strategic and operational data that can be extracted from the processes

�  Don’t have great desire to use the software “hands on.”

The Discovery Process

� Expressed need:

� “Documentation” – not

described in any detail

� Objective: make the software

easier to understand for

potential customers.

The Discovery Process

�  Interviews with key players reveal the following non expressed needs: �  A documentation philosophy � Content architecture � Help with a content strategy for the two audiences

� Help with interaction design choices

The Discovery Process

�  Interviews with key players reveal the following non expressed needs: �  A documentation philosophy � Content architecture � Help with a content strategy for the two audiences

� Help with interaction design choices

content strategy

The Two Audiences: Subtext

COMMUNICATIONS CHANNEL

INTERACTION

I YOU

The Two Audiences: Subtext

COMMUNICATIONS CHANNEL

INTERACTION

I SOFTWARE

Example: Business Process Dashboard – Order Fulfillment

User Interaction model: Progressive Disclosure

Key Recommendations After Discovery �  “Documentation” = Embedded, on line, progressively

disclosed assistance, including decision support

�  Combination of standardized OLH plus customized material: �  Done by the co. as part of a service contract �  Custom annotations by end user

�  Software must communicate with two voices to the two audiences

�  Use DITA to maximise reuse, conditional text, etc.

�  No CMS – Use existing configuration management system for content management, but prepared for eventual migration

� There are indeed, two audiences,

but IT isn’t one of them.

� The real two audiences are: � Operational people � Strategy people

In an Ideal World… �  There would be personas

or user profiles before

development begins

�  These profiles would then be applied to

the content creation process: �  Interaction design �  Interface graphics �  User assistance

� Prototypes would be tested with real

users or potential users

How It Really Happened �  Product was designed with certain

preconceived notions of user profiles, never researched

�  Content, tone, etc. not taken into account at all

�  Real user research considered “too difficult because there are no users – it’s a new product”

�  Some of this work now being done, in parallel with content development

Chosen Architecture: Progressive Disclosure

No

Yes Link

Multiple Links

At Will

Adaptation of Process to Reality

Project phase one:

Start content development of “standard”

mode UA (tool tips, tasks, etc.) –

common trunk, user functions only

Adaptation of Process to Reality

In parallel, in phase one:

Interview potential users, develop proper

user profiles

Start differentiating tone and voice for

different audiences

Adjust UI for consistency, better

ergonomics, target users

Work in progress

Click here to reveal detailed

information

Progressive Disclosure User Interface

Result: a “Portlet” You can drill down further to see individual transactions

Double click a line for drill

down

User Assistance Progressive Disclosure Model

Enhanced tool tip is first level of disclosure

Click here for more help

User Assistance Progressive Disclosure Model

Enhanced tool tip is first level of disclosure

Click here for more help

Click here for a full concept

The Concept Pane Opens

The Concept Pane Opens Click here to

open the TOC

Links to more information at

bottom of pane

Adaptation of Process to Reality

� Planned Phase Two: �  Find a technical writer to maintain standard

content �  Expand “standard” UA to include

administrative functions �  Adjust UA content and style rules based on

user testing � Develop input application for SME’s, in-

house consultants � Develop applet to permit user annotation

In Summary: �  “Help, we need documentation” becomes a

call for: �  Content strategy – voices, user profiling �  UX – user profiling, testing, refining interaction

design, interaction design of UA �  Document Content Architecture – choice of

system, content management strategy �  Information Architecture – structure of the UA

content �  Content development – otherwise known as

writing

email: infodesign@culturecom.net

Please check out my blog, « Rant of a Humanist Nerd: »

http://humanistnerd.culturecom.net

Twitter: @raygallon LinkedIn and Google+: Ray Gallon

CULTURECOM CULTURE COMMUNICATION TECHNOLOGIE

Member, board of directors