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

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. 

Is the technical content findable? 

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

Available 

  • Do you have what you need? 
  • Which documents do you use the most? 
  • Do you or your colleagues use docs that you have created yourself? 
  • Is there anything that you don’t need but get anyway? 

Accessible 

  • How do you access the content? 
  • Can you easily access what you need? 
  • How does that compare to documentation for other products? 

Targeted 

  • 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 with your job? 
  • How would you organize it? 

This questionnaire in Excel 

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