Delightful Documentation? Improving Documentation Quality with the Kano Model
- Presentation
- User Involvement & Feedback
-
Yoel Strimling
- Ceva Inc.
Contents
Do you know what your readers really want from the documentation you send them? You might think you are giving them high-quality documentation, but do your readers agree with you? Have you asked them?
The Kano Model is used in many industries during the product/service development and design phases to determine which proposed features will have the greatest effect on customer satisfaction.
This talk presents the results of two applied research studies, and proposes a focused, clearly defined, and reader-derived definition of documentation quality based on empirically tested information quality categories and dimensions. It will provide you with a sound theoretical basis for focusing on certain dimensions of documentation quality in your writing to increase reader satisfaction.
Takeaways
In this talk, we will get some clear, practical, research-based takeaways that can be used to:
- Collect meaningful and actionable feedback
- Create clear and reliable methods and metrics for measuring documentation quality