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Why user support?

The user is not only defined by the user interface. Documentation and support are equally important, especially when you are introducing a big change in peoples’ work. Change managament by Human Interface Group is a guarantee for success.

Human Interface Group can contribute to the user support for your products by providing:

• User and task analysis
• Documentation plan 
• Documentation and technical writing
• Training services
• Standardization

User and task analysis

Human Interface Group helps you to determine the support and change management activities your users need. In order to answer this question, we first perform a brief user and task analysis.
Human Interface Group charts the various user groups and investigates their documentation requirements. Sometimes a mix of paper and online documentation is required, sometimes a starter guide, sometimes an e-learning course and sometimes some other form of documentation or training. We always determine the right communication, training and documentation mix for you.

Documentation Plan

Human Interface Group analyzes the documentation requirements to draw up the most appropriate documentation mix for the user. The documentation plan describes the proposed forms of documentation and the way in which they will be developed. For example, if your product and user group require attractive and accessible printed and online documentation at the same time, single sourcing is the key to cost efficiency and allows you to kill two birds with one stone. 

Documentation and technical writing

We can work on the user documentation in parallel with the development of the software. Of course we use the most appropriate tool. We can develop documentation using standard authoring tools such as Adobe RoboHelp, Adobe Framemaker, Madcap Flare... but of course we also use your solutions such as a CMS. Naturally we work cost-effectively and if possible we use single sourcing to produce different types of documentation with a single instrument. Finally, we can also handle the entire localization and translation process.

Training services

Human Interface Group is your ideal training partner. Based on our years of experience, we can work with you to determine the most appropriate way of training your users. Setting up practical, traditional training sessions or even building e-learning packages are child's play. Human Interface Group provides the necessary training material. Of course, we can handle the practical organization of the training and related communications as well.

You can also call Human Interface Group to set up training for end users. We will even provide assistance for very large implementations - e.g. an SAP implementation - for hundreds or thousands of end users. In addition to end user training, we can also provide 'train-the-trainer' sessions. In these sessions, a number of key users will be given thorough training on the course they must give as well as on adult education guidelines.

Standardization

Good documentation uses a standardized language and structure. Human Interface Group will write a tailored style guide for you that takes account of your house style and branding so that your team has an effective tool in its hands. We also provide professional templates to increase productivity. The result? User-friendly, consistent and attractive documentation!

In our Support toolbox:

• Analysis of documentation requirements
• Communication, training and documentation plan to guide your change management activities
• Every possible user documentation (printed, on line help, knowlege portals, wikis, …)
• Support for technical writers
• Style guides and templates
• Translation and localization
• Training material
• Traditional training
• E-learning (offline, online or SCORM compliant)
• Train-the-trainer