Managing the Interaction of People With Your Product

Article

Hybert, Peter R.   (1994, ASQC)   Svenson & Wallace, Inc., Naperville, IL

Quality Progress    Vol. 27    No. 7
QICID: 12875    July 1994    pp. 67-72
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Article Abstract

The human performance support system should help customers learn about and use a product. The support system can include training, documentation, and online help for internal and external customers. A good support system is itself easy to use, in addition to making the product easy to use. The system should provide information that is accurate, complete, consistent, updatable, and understandable by various audiences. There are four principles to guide creation of the support system. First, minimize the amount of training and documentation needed to learn and use the product. Do not rely too much on the user's memory. Second, distribute elements of the support system into several, complementary elements. This allows various ways to learn about or use the product. Third, get the support information as close as possible to the user. Fourth, separate information needed for training from information needed for use. The product design team should develop the support system along with the product. For example, they should test both the human performance support system and the product.

Keywords

Customer satisfaction (CS),Customer service,Design,Information management


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