Analysis, Software Documentation and Courseware Delivered in a Custom, Single-Sourced Portal

Data Analytics Software Company

Challenge

A data analytics software company serving the healthcare industry approached Contiem looking for a partner to help them navigate the challenges of creating timely, relevant documentation and training that would support both customers and key groups within the company.

Because of the complex nature of the software platform, engineers were often asked to use their technical expertise to help create the technical documentation, which meant less time for the engineers to work on software development. Stakeholders were eager to ease the burden on the engineers and wanted to see rapid improvements in the documentation process. The goal was to have documentation and training completed for several key applications within a very short timeframe.

Solution

The first step was for Contiem to perform an analysis to learn the platform, understand the environment, and identify the needs of the various user groups. Based on this analysis, the Contiem team developed a roadmap for the company that addressed key areas for improvement in their documentation and training. Contiem emphasized that the best path forward was to reorient content development from focusing on application features to focusing on the specific needs of each user groups.

Documentation is most appropriate for providing on-demand, task-based information that people can refer to whenever they need help getting things done, such as adding a patient to the system or running a report. Contiem refocused the company’s documentation to explain how to accomplish specific tasks.

Training is most appropriate for building knowledge and skills, particularly around transitional times: during platform upgrades, while navigating organizational changes, or for skill advancement. It provides measurable learning that improves capabilities, providing context around when and why tasks should be performed. Contiem refocused the company’s training to explain introductory concepts and the workflows that governed the timing and decision-making related to performing tasks.

Contiem recommended that the training and documentation be created as complementary pieces of the overall solution. That meant creating the documentation, then using content “chunks” of the documentation portion as reference points throughout the training. This content strategy makes it easier to use and reduces the cost of maintenance. The deliverables were:

• 30% introductory, conceptual eLearning to establish baseline knowledge and prepare users to use the platform for the first time.
• 20% platform release documentation to aid transitions during releases or updates, including release notes, implementation instructions, and user guides.
• 50% task-based online help to provide users with step-by-step instructions and reference information while using the software, the most common and most critical time of need.

Combined, the components of user-focused documentation and training worked together to provide critical support to user groups including engineering, technical support, sales, customers, and others.

The project included four key components:

• Single-sourced content – Contiem transitioned content development from a document-focused effort to a content-focused effort. This meant that content was broken up into chunks, such as procedures, reference information, and concept introductions. Content was created and maintained in a single location so it could be reused in different documents and training modules, the “create once, publish everywhere” concept making updates easier and less costly.
• Robust technology tools — Contiem helped the company identify the best documentation and training development tools for their current and future needs. We also designed and implemented a documentation portal to provide a central location for all of the documentation and training content, with logical organization and intuitive navigation for both customers and internal user groups.
• Formalized set of documents and training for each new version — Contiem worked with company stakeholders to identify the minimum amount of new documentation and training content required for each new application or platform build. This approach established the critical content elements needed to support users at all levels and provided consistency.
• Professional publishing templates — Contiem designed publishing templates for the documentation and training, making publications consistent, polished, user-friendly, and able to work within the company’s existing technology environment.

Due to the rapid growth the company was experiencing, there was a need to implement these improvements as quickly as possible. Contiem’s project team approach was key to delivering the project on time and within the budget.

The Contiem project manager controlled the workflow and provided weekly status reports. The rest of the Contiem team focused on building strong working relationships with stakeholders at all levels, providing timely communications to ensure everyone was part of the process. The Contiem team-based model made scaling seamless; the company did not have to worry about staffing the documentation effort because Contiem brought additional team members into the project when needed.

To accomplish such a big change in a short period of time would have been difficult without a highly functioning team to handle the ins and outs of creating software application documentation in a fast-paced technical environment. The Contiem team brought the technical and process expertise that was instrumental to the success of the project.

Results

Soon after Contiem began implementing key improvements, the company’s stakeholders could see the changes having a positive impact.

Contiem’s practice of bringing people together to talk about the platform also helped to establish a common language — terms, phrases, and agreed-upon definitions — to be used throughout the business to build awareness, guide conversations toward mutual agreement, and support a stronger business culture around the capabilities of the platform.

The company’s leaders made it a business imperative to support the improvements Contiem implemented, driving engagement across functional areas. They reinforced this directive by holding internal team members accountable for their part in supporting the documentation and training initiative.

With Contiem as its partner, the company’s internal groups could focus on growing the platform while feeling confident knowing that we would continue to work side-by-side with them to develop critical documentation and training — delivering quality results on time and on budget.