Client Case Studies
Write Magic has managed a wide range of writing projects since 1991. We have worked with Hewlett Packard, Cenzic, Inc., Nohau Corporation, SGI, and several others. Below are two technical writing case studies outlining our process and the results we achieved. To view project samples, please see our portfolio.
The EMUL68-PC Troubleshooter Blasts Away Customer Frustration
"Write Magic has driven and implemented new processes that have improved the usefulness of our customer documentation. Her contribution has proven to be a valuable asset to Nohau...."
Olle Hallengren
President, Nohau Corporation
Background
Nohau Corporation developed the Seehau user interface to simplify and automate operation of their line of microprocessor emulators. The company realized that the success of their product line would be greatly enhanced by more customer-friendly and task-based online help. To meet this need, Write Magic was hired by Nohau Corporation to re-design and create original content for an online help system to support their customers. This case study will present the behind-the-scenes process in developing one portion of the Seehau Help System: the EMUL68-PC Troubleshooter. This is a case study about group process, gaining early feedback, and in re-purposing content from print to online media.
Forging Cross-Discipline Partnerships
Write Magic's first step was to forge partnerships with Customer Support, Product Sales, and Graphic Design to create a cross-disciplinary team that would, in fact, ultimately revolutionize the way customer documentation is developed, used by the customer, and used to support the customer.
Once the team was in place, Write Magic facilitated a series of meetings between Customer Support, Documentation, and Sales to define the most frequently reported problems that customers encounter and to develop a series of decision trees for resolving these problems. The goal of these meetings was to let customer issues drive the development of the decision tree content and to allow collaboration to take place by recognizing, respecting, and allowing team members to contribute their knowledge to the project in each member's area of expertise.
The Challenge of Extracting Information From Those in the Know
Write Magic's approach in the initial stages of content development was to use storyboarding as an "ice breaker" to initiate brainstorming and to encourage discussion. Write Magic came in with possible topics and sub-topics written on post-its and organized hierarchically on the white board. One of the biggest challenges in facilitating a meeting with technical experts is to get them to articulate that which is second nature to them. If you come prepared with a draft or something visual to use as a springboard, Write Magic has found that you are more likely to get the discussion off to a running start. (Tip: Donuts are also helpful. If the going gets really tough, try pizza.)
The Art and Science of Re-Purposing: Moving from Print to Online
The challenge of re-purposing content from one media to another is one of art and science. Contrary to popular opinion, online content is not just hard copy print brought into online help or onto the web. In fact, this approach will most assuredly overwhelm your reader with text overload.
Once the team had nailed down the decision trees for a print version to be published in the User Guide, Write Magic went to work on re-designing the trees for online help. The decision trees were a perfect application for online help because we could incorporate the use of hypertext links, shortcut buttons, graphical design elements, and a modular presentation of the material so as not to overwhelm the audience.
The Acid Test: Presenting the Beta Version to Sales
We completed a solid prototype in about two weeks, just in time to present it at an annual Sales Rep meeting. In fact, this was perfect timing. We would have a captive audience of potential usability testers. The presentation was met with rave reviews. The Reps expressed that this tool would be very useful to them as well as to their customers, and in fact, could be used competitively as a strong selling point. We stressed the importance of getting usability feedback early during the design phase and that the Rep's current input would positively impact the future development of Troubleshooters for the entire Nohau product line.
Moving Forward Toward Increased Interactivity: Vision for the Near Future
Our ultimate goal is to design similar Troubleshooter help modules for all Nohau products and to integrate these modules into the overall help infrastructure. Further development plans might entail integrating Troubleshooter content with specific error messages. If a cryptic and vague error message appears, (we haven't tackled a re-write of those error messages just yet), the appropriate customer-friendly Troubleshooter decision tree will appear to aid the customer to a successful resolution of the problem.
Also, we are discussing the possibility of ultimately re-purposing online help for the Web in the future.
Managing an Online Help Design Project Amidst Virtual Teams and Rapid Change
HP Labs, Measurement Systems Department, Palo Alto, CA
"We valued Write Magic's contribution to our team as a strong customer advocate, always putting the customer's perspective first. This focus resulted in the successful implementation of a help system that simplified our customers' use of the product and ultimately helped reduce support costs."
Wesley Higaki
former Project Manager at Hewlett-Packard Labs
Background
HP Labs developed a Windows version of the HP Power Test System for testing power supplies. With the anticipated release of the Windows version, customers requested that online help be included as part of the software product. Write Magic was hired by the Measurement Systems Department (MSD) of HP Labs to design, author, and implement the Help system. The project was a joint venture between Measurement Systems in Palo Alto and a product division in New Jersey (NJD).
Two factors added complexity to this project. Development of the software application and the online help system occurred concurrently in a rapid prototyping environment. This introduced some unique design and implementation challenges. Also, members of the development team were located 3,000 miles apart, which had the potential of impacting the dynamics of team communications.
The following summarizes Write Magic's approach in designing and implementing the Help system amidst the virtual team environment and constant change.
Building a Prototype Involved Interviewing the Development Team, Researching Existing Models, and Defining User Levels
I began with interviewing the software development team including five engineers, one project manager, and an NJD-based technical writer to define style, structure, and features that HP sought to include in online help. With a rapidly evolving software design and functionality, I needed to be flexible and willing to quickly change direction as the product's user interface took new directions.
Initially I approached the development team by presenting several design options in order to launch a prototype. I studied existing help systems and integrated design ideas from the best systems that I found. Although I borrowed ideas from these systems, the structure and design I arrived at was ultimately driven by the product's user interface. The audience for the Help system included four levels: operators, technicians, system developers, and system administrators. Therefore, I also had to decide the scope of online help; i.e., what each audience needed and how they would best access information.
The architectural characteristics I decided on included hypertext, displays of the software's graphical user interface within the help system, and implementation of context sensitivity with the HP Power Test System's user interface
Communication Skills Were Crucial In Keeping Current With a Rapidly Evolving User Interface
Since both the product and its online help system were developed in a rapid prototyping environment, staying current with the latest changes to the user interface was almost impossible. Given the three-hour time difference between MSD and NJD and flexible work schedules among HP Labs team members, some coordination wizardry was required in order to get the information I needed when I needed it. Changes in software functionality often impact the user interface, so I implemented a process of brief daily updates via teleconferencing to keep on track with fast breaking changes. The team also relied heavily on remotely mounted project directories to obtain immediate review of a file's or a program's latest revisions.
Usability Testing Contributed Value to Both Online Help and the Software Application
My role was one of premier user for the HP Power Test System developers, making some initial recommendations about the user interface. However, at a certain point the help system itself required feedback from a customer's perspective. When enough content was in place to test the help system, I developed a task-oriented usability test. Participants performed three tasks. One task, for example, was to log into the HP Power Test System. Feedback I received included suggestions to add context sensitivity for immediate help in logging in and to create an option for the Password Text Box to not appear if a password is not required.
Participants included technical staff within MSD either with backgrounds similar to actual customers or with usability expertise. Usability testing helped me to see online help from the customer's perspective, sensitizing me to issues I might not have seen or addressed. Although online help was the focus, the sessions also elicited valuable feedback about the user interface, helpful to the software developers. I implemented many of the suggestions I received, resulting in improvements in the design, functionality, and visual impact of both the online help system and the software's user interface.
Obtaining Customer Reaction Early in the Development Cycle Was Advantageous
The development team included online help as part of an early product demonstration they presented to the primary customer. From this feedback, I learned enough to know that I was on track. For example, the customer reacted favorably to the use of graphics throughout the online help text. With that information, I could then focus even more effort on incorporating graphics in creative, useful, and visually attractive ways.
The NJD/MSD Team Demonstrates Progressiveness
The NJD/MSD development team worked well together based on a willingness to communicate, to be flexible, and to be responsive to the needs of all team members. This project required Write Magic to demonstrate expertise in communication, design, authoring, and usability, all crucial elements of the technical communicator's role.
