This is a sample of a user guide for a time synchronisation device (made by Timecode Systems). The project was originally for documentation that could be provided as PDF, but there was a feeling that it would need to be available as HTML at some point too. So I made the content in MadCap Flare so that it could be a single source for different outputs.
Download the file, unzip it, and then browse to the Default.htm file. Open the file in your browser.
User research
I didn’t have access to customers directly on this project, but the product team were able to provide some info about common questions and problems. This included a few support tickets, which were useful for gauging the vocabulary and technical knowledge of a section of the audience. The copywriter in marketing also had some useful input on customer personas and the brand tone.
Challenges
The two main challenges on this project were:
Understanding the differences between the various products on offer, and what user needs they address
Learning about some of the more technical aspects of filming and synchronisation
Judging when concepts needed to be explained more fully or could be summarized as they are industry standard.
Trying to figure out a way to use Flare content in Zendesk. At the time, Flare did not support exporting to Zendesk, but I found a third-party solution that worked (to a degree). Later, this would lead me to working with (and for) Paligo, so it was the start of a long journey.
Result
The client was happy with the content provided and came back later for some updates. After that, the client was bought by an Australian company who also used Flare for their documentation. This made it easier for their team to take over where I had left off. I made sure the folders were all nicely organized so it was an easy handover.
