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Can your customers USE your answers?
A questionnaire to help you to help them (2/3)

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 you use the technical information with the product?

In the previous post we looked at findability. This second set of interview questions is about the next step: is the answer to the question correct, up to date, understandable. In short: “Can the customer use it?”, with subcategories: correct and up to date / understandable / useful. 

Correct and up to date

  • Do you come across incorrect information? 
  • What do you do when you find mistakes? 
  • How does outdated or incorrect info affect your job? 
  • What is the impact of a major documentation update? 

Understandable 

  • Do documents often contain info that you do not understand? 
  • If you have a question about something you don’t understand, whom do you ask? 
  • How would you prefer to ask us questions? 

Useful 

  • How does our documentation help you? 
  • Which problems are solved by the docs? 
  • Which problems could or should it solve, but doesn’t today? 

This questionnaire in Excel 

Would you like the full questionnaire in Excel, with scoring method? Contact Flow.