Case Studies of Manual Creation: Contributing to a Reduction in Inquiries by Improving Readability and Understandability

 

Denso's Challenges

At DENSO, we are committed to providing the regional information distribution system 'Life Vision' utilizing internet connections and tablet devices. We have received requests to create even more user-friendly manuals so that a wide range of users can quickly understand how to use it.

"Life Vision" adopts an easy-to-use universal design, but many users are elderly individuals aged 75 and older, some of whom are using a tablet for the first time. As a result, there are many users who are confused by unfamiliar tablet operations, and despite having a manual, there have been numerous inquiries regarding basic operations.

Solutions of Human Science

We proposed to prioritize "familiarizing users with basic tablet operations" over "conveying all product features without omission" in this manual, by hearing the current challenges.

The positioning of manuals varies greatly depending on the product or service. For example, there are manuals for reference when encountering problems (reference manuals), as well as manuals for performing each step according to the instructions (operation manuals). In this case, we proposed a structure that strongly emphasizes what the user wants to know rather than what the product creators want to convey.

We suggested using intuitive and concrete expressions instead of writing with IT terms in alphabets or katakana. We also achieved a simple and easy-to-read layout and flow, ensuring that reading the manual is not stressful even in the nervousness of operating a tablet for the first time.

Manual Image

Customer Feedback

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During the initial meeting, we expressed our desire to create a manual that is easy for the elderly to understand. The fact that the production sample matched our image, along with the clear proposals for the production policy and cost menu, were decisive factors in our decision to engage Human Science.

Despite the relatively limited schedule, you approached the task with a proactive attitude to realize our intentions. Thanks to your flexibility in accommodating detailed revisions, we have completed a manual that is easy to read and understand, and we are very satisfied.

Additionally, since the "Life Vision" screen is arranged for each municipality where it is implemented, I consulted about wanting to create separate manuals for each implementation site, and I was very grateful for the efforts made to facilitate easy data updates and maintenance.

User needs and literacy change over time. Additionally, systems and devices are constantly evolving. The manual has been completed, but this is not the end. We want to continuously monitor these market changes and strive to improve towards better manuals in the future.

"

From Human Science representatives

In cases like this, where we reconsider the positioning of the manual, it is very important to continuously share the completed image with the client throughout the production process. Therefore, we have been holding meetings while being mindful of presenting the advantages and disadvantages of multiple plans and preparing samples. We have worked together with the client to realize an easy-to-understand manual.

Like 'Life Vision', enhancing the added value of manuals in services that lead the market is nothing less than refining manuals into promotional tools.

This time, being involved in the manual production for Denso was a highly rewarding theme for us as a production company. We hope that this manual will help improve user challenges and contribute to the expansion of services at Denso.

Related Services

Creation of Manuals and User Guides