【Column】From an Engineer's Perspective to a User's Perspective - Achieving Easy-to-Understand Manuals | Jamstack Blog

[Column] From an Engineer's Perspective to a User's Perspective - Achieving User-Friendly Manuals

Hello everyone. This is Yoshimoto from Human Science Document Solutions Department.
Suddenly, do you have any of the following concerns in manual creation?

"Even though we have manuals, the number of inquiries does not decrease."
"Even though it is stated in the manual, there are many user errors."

It could be because the manual is written from an engineer's perspective.
This time, we will share tips on how to create easy-to-understand manuals by shifting perspectives, which is important when creating manuals.

Table of Contents

1. Importance of Taking Off the Engineer's Perspective
2. How to write a user-friendly manual?
3. Shift to User Perspective - Example of APRESIA Systems, Ltd.'s Efforts
4. Improving the Platform to Enhance Usability
5. Usability Achievable with Modern Front-end
6. Can handle everything from manual creation to modern front-end web development with Human Science Co., Ltd.

1. Importance of Taking Off the Engineer's Perspective

In the field of IT companies, it is not uncommon for engineers to be involved in the creation of manuals. As a result, manuals created in the field tend to have an "engineer's perspective".

For example, as a result of "highly specialized" explanations about the system's structure and functions, the content can often become difficult for users to understand. This can lead to an increase in inquiries to customer support and help desks, causing a heavy workload for the company. Most importantly, it can also lead to a decrease in customer satisfaction.

Shifting to a user perspective is important for enhancing a company's evaluation.

2. How to write a user-friendly manual?

In the previous chapter, we introduced the importance of shifting the perspective to the user. In this chapter, we will introduce the perspective necessary for writing a manual that is easy for the user to understand. If you have a manual that is currently being used, please analyze it from the following perspectives.

Viewpoint ①: Purpose of Communication

Let's consider if the manual is made to fit its purpose. "Who is the target audience of the manual? What do you want the users to do? Is it designed with the usage scenario in mind?" Analyzing from these perspectives will clarify the purpose.

Viewpoint 2: Be Kind to Manual Users

Selection of terminology and technical terms, as well as expression of sentences, must be adjusted according to the level of knowledge of the reader. If necessary, technical aspects should be explained appropriately and simple expressions should be used as much as possible to reach a wider range of users.

Viewpoint 3: Well-structured for easy searchability

It is necessary to devise the structure and expression of the text so that users can easily follow it. It is important to explain the steps in a logical order and make use of bullet points and diagrams to make it visually understandable. In addition, by considering the efficient placement of keywords and the use of headings, it will be easier for users to search within the manual, resulting in improved usability.

How was it? By being aware of these perspectives, you can create user-friendly manuals.

3. Shift to User Perspective - Example of APRESIA Systems, Ltd.'s Efforts

Human Science would like to introduce a case where we have created a web manual in the past. APRESIA Systems, Ltd. is an information system specialized company that provides additional value to information system infrastructure, such as social infrastructure solutions, security solutions, and information system operation management solutions, and supports our lives and the development of society.

Human Science has been assisting with the creation of the manual for APRESIA Systems' Ethernet switch "ApresiaNP Series" since 2015. The "ApresiaNP Series" is a next-generation L2, L3 switch that is highly evolved for corporate networks, equipped with security management and QoS functions, and achieves low cost.

At APRESIA Systems, our engineers have traditionally been involved in the development and customer support of our products.
However,

"How can we improve the user-friendliness of the manual from the user's perspective?"

"Is it possible to create a system where engineers can focus on their main tasks and still produce high-quality manuals?"

They have considered various options. In planning the new product, they have worked on improving the quality of the manual as one of the measures to increase the added value of the product.
In the manual improvement project, our company particularly emphasized clarifying the purpose and target readers during the table of contents and prototype design stage.

In addition, we have strived to clarify the position of each work process by sharing the target quality and check points for each proofreading with a check sheet.
We feel that we have been able to achieve consistent production while maintaining a certain level of quality by establishing standards in anticipation of future operations. Please see below for more details.

Manual Creation Examples|APRESIA Systems, Ltd.|Human Science Co., Ltd.

4. Improving the Platform to Enhance Usability

We have previously discussed the importance of shifting manual documentation to a user perspective.

Now, do you know the word "usability"? Usability is a term that describes ease of use for websites and software. For modern people who are always pressed for time, "usability" is an important factor for increasing market share, and it is also important when publishing manuals on the web.
By referring to the three perspectives mentioned earlier, you can create a "user-friendly" web manual.

Viewpoint 1: Purpose of the manual

Let's design with the user's usage scene in mind. In many cases, the speed of access directly affects usability.

Viewpoint 2: Be kind to the manual audience

By making the navigation simple, you can clarify the hierarchical structure of information and allow users to quickly access the information they need.

Viewpoint 3: Searchability

By incorporating a "search function" on the site, users can easily find the information they need. Additionally, by providing "related information links", users can gain a deeper understanding.

There is a way to easily achieve these perspectives on the web. It is a modern front-end using the Jamstack technology that our company has been promoting.

5. Usability Achievable with Modern Front-end

Introducing how to improve usability by actually building web manuals with modern front-end.

Speed:One of the benefits of modern front-end is "speed". By utilizing static site generation and CDN, it achieves faster page loading than traditional server-side rendering. This speed is one of the elements that greatly improves usability on manual sites.

Navigation: One of the key features of modern front-end is its flexibility as a static site generator. This allows for easy creation of simple and intuitive navigation structures. For example, using generators such as Hugo or Gatsby, you can clearly define the hierarchy of information and design routes for users to quickly access the desired information.

Search Functionality: By combining client-side search services with APIs, high-level search functionality can be added to your site. An example of a service that provides fast and reliable modern search is Algolia. By registering the data to be searched with Algolia, it can be searched through the API.

Modern front-end is highly suitable for building manuals to improve usability. Fast access, clear information structure, and effective search function will be a great advantage for users to efficiently explore and learn the contents of the manual. We also provide detailed information on our service site.

Jamstack Service Site | Human Science Co., Ltd.

6. Can handle everything from manual creation to modern front-end web development with Human Science Co., Ltd.

How about it? This time, we introduced a method for creating manuals from a user's perspective. Shifting to a user's perspective can reduce the burden of support and also lead to increased value for the product.

If you would like to know more about the contents of this column, please do not hesitate to contact our company. Human Science Co., Ltd. has a proven track record of creating numerous manuals since 1985. We are truly a group of professionals when it comes to creating business manuals. If you have any concerns about creating business manuals, please feel free to consult with us.

Features ①: Extensive track record of manual creation for large and global companies
Human Science has accumulated a wealth of experience in manual creation in various fields, mainly in the manufacturing and IT industries. We have worked with renowned companies such as DOCOMO Technology, Inc., Yahoo Japan Corporation, and Yamaha Corporation.

Manual Creation Case Study Introduction | Human Science Co., Ltd.

Feature ②: From Investigation and Analysis by Experienced Consultants to Output
The creation of operation manuals will be handled by the experienced consultants of Human Science. Skilled consultants will propose more understandable and effective manuals based on their extensive experience and provided materials. In addition, manual creation from the stage where information is not organized is also possible. The assigned consultant will conduct a hearing and create the most suitable manual.

Manual Evaluation, Analysis, and Improvement Proposal Service | Human Science Co., Ltd.

Feature 3: Not only manual creation, but also emphasis on establishment support
Human Science Co., Ltd. not only creates manuals, but also focuses on the important stage of "establishment". Even after manual creation, we support the establishment of manuals through regular updates and manual creation seminars. Through various measures, we support the effective use of manuals in the field.

Manual Creation Seminar | Human Science Co., Ltd.

Thank you for reading until the end. I hope this blog can be a helpful tip for creating easy-to-read manuals. In the next column, we will discuss "From Word to Web Manual - Options for Webization with Jamstack". Stay tuned!