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Journals by EmailA few weeks ago, I received an email from a reader who had performed a study about what Web site visitors believe a good online experience is. More on that in another post. But as a technical writer, when I am documenting software, the design bears as much on my experience as it does on any user. So I think about good application design quite a bit.
I once overheard a Web designer say something to the effect that “if an app is designed well, it doesn’t need help,” meaning a help system.
Say what?
In my experience, some applications support complex business processes. Some people say that this means the business processes themselves need to be simplified. Yes, I have seen where a development project has instigated changes in the business, so there is a meeting in the middle. But chances are minute of a new application bringing about a total overhaul of the business process. So the situation still requires that complex processes need somewhat complex supporting software. This makes my job pretty important.
Recently, a developer completed a feature and said to me, “I wouldn’t want to have to explain it.” Granted, he’s a programmer, not a writer, but that made me stop and think.
Therefore, to that Web designer, I would say, “If an app is designed well, it can be easily explained.”
I think that even a complicated system can be explained easily and simply if it’s well designed.
But here’s something to consider: If a feature is difficult to explain, then should it be redesigned? If you can’t write a quick reference card on it, should it be revisited? It would take some bravery to say yes to these questions because there is cost associated with following through. But if it’s hard for a professional writer to articulate, then it may be hard for users to understand.
It’s a tough question, and one I expect most writers would hesitate to raise. Part of the job satisfaction is coming up with ways to help users understand something, and a complex product heightens the challenge. But I’m sure there’s a point where it’s time to push back and say “This is too complicated and hard to explain.”
Where that point lies is a different matter and, unfortunately, is different for each product.
Related entries (auto-generated):
An Interaction Designer Who Understands the Need for Documentation
A Writer’s Exercise for Critiquing Design
Important Players in the Content Review Game
2 Comments to '“If an App Is Designed Well…”'
October 16, 2008
“It’s a tough question, and one I expect most writers would hesitate to raise… But I’m sure there’s a point where it’s time to push back and say ‘This is too complicated and hard to explain.’”
The writers who raise the question are the ones that add value to their employers or clients. Many times, my clients have thanked me for showing them how to simplify their software.
To read the guidance that I offer to my clients, see ‘Software usability and documentation’ on http://www.techscribe.co.uk/techw/software_usability.htm.
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October 16, 2008
Web designers don’t read, so they assume nobody else does either.
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