Writing Software Writing Software Documentation Documentation

A Task-Oriented ApproachA Task-Oriented ApproachThomas T. BarkerThomas T. Barker

  Chapter 5: Analyzing Your UsersChapter 5: Analyzing Your Users

Summary Summary

Cornelius FarrellEmily Werschay

February 19, 2011

Interviews, questionnaires, and surveys gather Interviews, questionnaires, and surveys gather information for the following areas of an analysis:information for the following areas of an analysis:

1. Tasks and activities the user will perform 2. User’s informational needs 3. User’s work motivations 4. Level of the user’s computer experience 5. User’s knowledge of the program’s subject

matter6. User community 7. User’s learning preference 8. User’s usage pattern

Guidelines for Conducting a User Guidelines for Conducting a User AnalysisAnalysis

1. Choose Users Carefully

Brainstorm as many groups or types of users as possible

Be sensitive to culture

Pay attention to information-related tasks: communicating, storing, sharing

Identify users with concerns

Guidelines for Conducting a User Guidelines for Conducting a User AnalysisAnalysis

2. Anticipate Transfer of Learning: Study Users Before and After Tasks

Describe the job duties and activities the user does without your program

Notice small facts about users (tacit knowledge)

Guidelines for Conducting a User Guidelines for Conducting a User AnalysisAnalysis

3. Research Professional Behaviors

Construct a mock-up of the user to use as a resource in making design decisions

◦ Research tasks for various occupations by consulting occupational guides

◦ Research industry specific guides ◦ Review job descriptions produced by specific

companies

Guidelines for Conducting a User Guidelines for Conducting a User AnalysisAnalysis

4. Write Use Cases

Your goal is to uncover motivations, behaviors, values, and knowledge pertaining to users that might not be visible on the surface. (tacit knowledge)

Use cases depict actual work flow tasks

Prepare one or more use cases for each user type

Draw a workflow diagram for each user scenario

Review your user scenarios and ask potential users to provide feedback

Guidelines for Conducting a User Guidelines for Conducting a User AnalysisAnalysis

5. Plan Interviews Carefully

User interviews provide the most important source of information for planning your documentation project.

What support issues does your program raise?

How to plan an interview (do research, set a schedule, etc.)

How to observe (shadowing without getting too involved)

How to write a questionnaire (clear, open-ended questions, etc.)

Guidelines for Conducting a User Guidelines for Conducting a User AnalysisAnalysis

6. Involve Users in All Phases of the Project

Users should be involved in the entire documentation writing, reviewing, and testing process for the following reasons: ◦ Increased accuracy

◦ More appropriate information

◦ Increased usability

◦ Improved relationships

Users can make sure the documentation is suitable to the task Collaborative writing between users and documentation

specialists Cultivate relationships with users Do a focus group

Guidelines for Conducting a User Guidelines for Conducting a User AnalysisAnalysis

7. Identify Document Goals

Communicate documentation goals to other writers, managers, and clients

Goals should reflect the highly situated nature of efficient software use (specific to a particular set of users and your particular program)

In document design, goals are used as a guide for decisions about page layout and text design

Goals are also used in various stages of testing the writing and editing

Guidelines for Conducting a User Guidelines for Conducting a User AnalysisAnalysis

8. Tie the User Analysis to Documentation Features

Use the analysis to tailor information to specific users

All design decisions should be based on user task needs discovered in the analysis

As you interview, observe, or survey users, try to visualize how you can tailor the documents to their needs

Now that you know the guidelines, let’s move on to the

discussion…

What Does Use Mean?What Does Use Mean?

“Software use is always situated in a user’s workplace and cultural context” (p139)

How is it situated in the user’s workplace?

What is its relationship to the user?

What tasks will the user What tasks will the user perform with the program?perform with the program?

Tasks are not easily defined because each one could be done differently every time it is performed.

No single software program will fit neatly with one single task.

What are the user’s What are the user’s informational needs?informational needs?

Understanding what types of information does the user need?

What are the users sources of information?

How does the user How does the user communicate?communicate?

Know how user’s communicate with each other to effectively complete tasks.

Does the user need to document each action?

What work motivations affect What work motivations affect the software user?the software user?

“What motivates user’s professionally will also motivate them to do well with software.”(p.146)

Examine internal and environmental motivations

What part does software use play in satisfying these work motivations?

What’s the user’s level of What’s the user’s level of computer use?computer use?Novice?Experienced?Expert?

How does the level of computer use affect attitudes towards learning new software?

How does the level of computer use affect the ABILITY to learn new software?

How much does the user How much does the user know about the subject know about the subject matter of the program?matter of the program?The more the user knows about the

program, the greater the ability of the user to integrate the program into their work.

The higher the level of skill, the easier and faster the user will be able to learn new software.

What is the user’s workplace What is the user’s workplace environment?environment?

User communities

Investigate the user groups that your user’s already participate in.

Determine your user’s willingness to participate and join NEW user groups as needed for additional support.

What is the user’s preferred What is the user’s preferred learning method?learning method?

Each user learns in different ways.

Some prefer to learn from an instructor

Some prefer a teaching manual

Some prefer an online manual

What are the usage patterns What are the usage patterns of the users?of the users?Regular

Casual

Intermittent

What causes usage patterns to vary?