We did a sort of participatory observation when I was developing documentation and training.
Depending on the situation, we would have actual field technicians, a top-tier technical-support person, the documentation and training team, and sometimes a video crew. There were times when the documentation and training people picked up wrenches and tightened nuts. That's how I found out that using two nuts together makes a really solid way to secure a bolt. We also had a chance to participate in a field trial at a real customer site. The top-tier technical-support person learned how to tie down cables with waxed cord. After that, he campaigned passionately for plastic wire ties. Even if you don't get exactly the right information from the experience, the experience of having the experience makes the situation much more vivid, and enables you to have conversations with the people who do it that you just wouldn't have otherwise. We found out why cabinets need to be vertical, where the slop is, and why certain things take so incredibly long. As a result, we were able to write better procedures. Eventually, we started creating simple reference cards that replaced entire training courses. It was only possible because we knew what the field technicians could do on their own and what they needed help with. Best wishes, Bruce Esrig Madison, NJ ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... [email protected] Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
