Product Training, Onboarding, Help Documentation & Microlearning

The Rising Trend of “Releasing” Old Features

We recently noticed an interesting trend that has been popping up of late: SaaS companies are re-introducing old features. More and more product companies are recycling older features and “releasing” them, with no indication that these are not new features.

 

This smart practice makes so much sense on so many different levels, that it’s surprising it didn’t gain traction earlier.

For starters, it’s a clever marketing move. Advertising your capabilities is one of the most efficient ways to get through to your target audience.

 

new releases for old features

 

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Here’s a Way for Training Teams to Gain Access to More Resources

One of the challenges technical communications teams are faced with is the need to constantly promote visibility. Tech comm suffers from lack of a “sexy” reputation. Unlike marketing or R&D, who are are natural candidates for the Rockstar shortlist, tech comm teams have to invest in making their contribution to the organization more present.

 

Much of this has to do with getting management to understand the importance of quality documentation, the amount of skill it requires and the importance of the craft.  So how can technical writing teams stay ahead of the curve in this shifting world when budgets are cut and every expense is weighted?

 

training teams gain access resources | stock cat and fish

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Best Practices for Promoting User Adoption of New Features

A basic truth about the human condition is that as a species, we detest change. It is uncomfortable, unstable and demands of us to allocate brain and learning resources. Unfortunately for us (software providers), this includes users.

 

At Iridize, we’re fortunate enough to roll out new features to professional, tech-savvy users who are eager for the next improvement or features they requested themselves. But we’re well-aware of our privilege as a B2B and are happy to share some of the wisdom we have gathered through our own users on the most effective way to roll out new features.

 

Source

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How to Speed up the Product Adoption Curve

One of the most cringe-worthy tips for accelerating product adoption, which I come across quite often, is “build a product that users will love”. Right up there with “Just do it”, right?

Input like that indicates to me a profound lack of understanding of the whole product-user relationship, of user psychology, and of the product design & development process.

The truth is that most people (and users) would rather avoid change. Learning inherently means stepping out of one’s comfort zone, so most users try to avoid that, too. It’s not bad, lazy or wrong – it’s just the way we’re built.

As training professionals and product leaders, it’s our job to make the learning part as quick and as painless as possible. Users fall in love with products. We can facilitate this by helping the user to get to know the product better.

 

stairs stock - product learning curve

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5 Ways to Reduce SaaS Customer Support Cost

Unless a company bills customers directly for support services, SaaS Customer Support can be a drain on company time and monetary resources, and never is this more true than when a customer is using a free version of the platform, or operating during a free trial. Converting such customers requires good SaaS customer support or they may abandon the service at the end of the trial period, or not see the worth of purchasing the full version.

 

Reducing customer support costs is important to the company bottom line, but no less important than the customer having access to the information they need to be successful. Platform providers can turn to a number of tools that help reduce SaaS customer support costs while ensuring users are successful.

reduce customer support costs

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5 Great Examples of Microlearning

Microlearning has been coming up in conversation a lot lately. As a digital learning method that is fairly easy to implement, it is gaining speed and popularity. As a technology, microlearning is proving to be very efficient in the areas of new software adoption and for educating users in an ongoing context.

 

No one seems to be able to decide exactly what it is that microlearning includes or what it is made of, but the need to understand its efficiency and how it works is growing. In the following examples, you will find a variety of microlearning experiences in different formats and methods of delivery.

 

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Write Better Help Documentation with These UX Tips

 

For a while now, there has been some attempt to reconcile the need for help documentation with the growing desire to improve product UX. True to Don Norman’s famous statement that “If you have to hang a sign on it, you’ve lost the battle”, many user experience professionals try to solve interface challenges using purely design solutions.

 

Today we know that product reality is more layered than that. Not everything can be solved through design alone, and almost nothing can be learned without any text. In a sense, we are no longer simply writing the support documentation – we are designing the support experience.

 

As part of that process, help documentation was brought out of its exile in forelone knowledgbases on the fringe of things and now resides in the heart of the user experience: in microlearning, onboarding flows, quick-tips, mouse-over tips, lightboxes and help widgets.

 

But we’re not quite there yet. There is still some way to go before the melding of help content and product UI is complete. I hope these UX insights and tools improve help documentation and user engagement with it.

 

ux tips for tech comm stock woman in front of color board

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