A questionnaire to help you to help them (1/3): Can your customers FIND the answers?

In this first part we look for an answer to the first of the three groups of questions, the most important group. In short: “Is it there?”, with the subcategories: available / accessible / targeted.

Can your customers FIND the answers?
Can your customers FIND the answers?

Like any information that accompanies your product, whether literally or online, you always want your technical content to be up there with the best. Whether you develop it for customer satisfaction, safety, or marketing reasons, listening to the user is key. Now, it is important to keep in mind that this user is not Procurement, ICT, nor project or line management: it is that person whose job involves your product and hence your documentation.

To get more insight into your user’s behavior, you most probably have data at your disposal. To complement those data with more qualitative insights, you could use this questionnaire. This questionnaire speaks directly to the end-user of your product and, hopefully, to the end-user of your documentation. The goal of the questions is to learn more about the actual users, their work environment, and to hear straight from the source where improvements can be made. The questions are divided into three categories: findable, usable, and likeable.


Can the technical information be found?

In this first part we look for an answer to the first of the three groups of questions, the most important group. In short: “Is it there?”, with the subcategories: available / accessible / targeted. Prepare for unequivocal answers.


Available

  • Do you have what you need?

  • Which documents do you use the most?

  • Do you or your colleagues use documents that you have created yourself?

  • Is there something you don't need, but get anyway?


Accessible

  • How do you access the information?

  • Do you have easy access to what you need?

  • How does that compare to documentation for other products?


Focused

  • Is it clear which documents are for you?

  • Does each document have a clear purpose?

  • Is the documentation organized in such a way that it helps you in your work?

  • How would you organize it?


This questionnaire in Excel

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