User education involves researching, creating, and delivering information about technical processes or products targeted at a specific audience. User assistance refers to the guided assistance for using those processes or products, and includes all forms of help. Both require specific skills and are components of the broader category of user experience, a user-centered design approach to create satisfying experiences for all customer interactions.
This session introduces the concepts of usability and user experience and shows how to maintain a creative edge when applying them to user education. You will get a historic perspective, basic theory, and hands-on practice that will help you assess your development team’s current skills, develop new skills based on user-centered design principles, and learn how to tap creative, often-hidden talents that can offer solutions or innovations which might otherwise be overlooked. You will see examples of user-assistance programs and learn methods to provide fast and accurate evaluations for improving the user experience—methods that can help you keep pace with evolving technology and the increasing demand for speed and delivery
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