Through the looking glass - how user testing can give technical writers better perspective
C2 | Tue 22 Jan | 2 p.m.–2:30 p.m.
Fraser is originally from Glasgow, Scotland and now resides in Melbourne, Australia as he wanted to see the sun for more than one day out of the year. He is a Marketing & Business Law graduate from the University of Strathclyde, and started out working in customer service for a firm of chartered accountants. In his current role with FastMail, Fraser has written technical documentation for the help and support pages, as well as providing customer support. Recently Fraser has been able to flex his marketing muscles, and has delved into the world of user testing. Seeing first hand what issues customers are experiencing, by running a couple of user testing sessions, has given Fraser a unique perspective when writing further documentation and he is very keen to share his findings.
Technical writing and user testing may seem like two compltetly different fields, but they actually intersect more often than not. If you think about it, they both share the same purpose of ensuring that the UX is smooth and streamlined. When in the position of writing documentation, we are always told about the issues that users face on a daily basis. But what if we tumbled down the rabbithole and into the world of user testing, and actually witnessed the users issue first hand? In this talk I want to discuss the many benefits of intersecting user testing with technical documentation. I will share my experiences of writing documnetation and conducting user testing, while also going over several skills and techniques that can be used to convert the results from user testing into better documentation.