Systems and applications can get a bad reputation if users experience difficulties with understanding how to work in it. The system might actually be bad, but in many cases, it's just difficult to get the help you need to move forward in the workflow.
It is during our daily work when we have the biggest need to learn things, but we don't always have the possibility to find the knowledge or information we need to move forward on our own. The consequences may be that we try to get hold of the person who can answer our questions - a person who may not be available. This results in frustration, and we might have to put some tasks aside. Alternatively, we try and hope we get it right just to move on, which can cause problems later.
Within InfoCaption, we often talk about the fact that you rarely work with knowledge in the same way in your working life as in your free time. There is so much good knowledge support in various forms on the internet, with user-friendly search engines that quickly help us find what we are looking for. Unfortunately, it is not always as easy to find business-specific knowledge support, i.e. things that have been developed by someone in your organization and are relevant to how you work. Often, that type of support is scattered in different places, and it can be challenging to find digitally. Way Too much time is spent looking for knowledge or information, and we rarely find it ourselves.
Something that is becoming more and more common is Performance Support Tools, which can deliver knowledge support in the same way as our everyday heroes Google, ChatGPT, YouTube, etc. Everything is gathered in one place, whether it concerns routines for sending invoices or a short video on how the coffee machine works. Employees know where to go to get help moving forward on their own, and instead of having to submit a support case and wait for a response, you can move forward after just a few minutes.
There are many ways to highlight and make the knowledge support even more accessible to users. Some of our customers build guide portals, a type of search page in InfoCaption, which they can refer to and link to in case of questions and where users can find their answers when their need for help arises. You can also link to the information on the intranet or directly in the systems you work in so that help is always available.
With a clear focus on ease of use, one of our customers has created accessibility to guides and support based on the unique user's behavior. Thanks to one of our APIs, they have made an integration solution between their own application and InfoCaption. The integration creates a dynamic self-help that lists InfoCaption guides based on which page the user is on or which function is being used.
Jenny Alfvén and Amalia Lundin from PE Accounting, about their implementation of InfoCaption:
"We came into contact with InfoCaption in our search for system support for internal documentation for our personnel handbook. We were "sold" immediately after receiving a demo and could envision how InfoCaption could help us communicate our product. In other words, we changed the focus from HR support to product support.
We have built an integration from InfoCaption to PE that is based on instruction guides becoming visible in PE's interface, depending on which view or function is active. This incredible feature makes us very flexible when guides are to be made visible, changed or removed. Behind the guides, a guide portal is accessed via the interface where a user (or technician) can search among all the instruction guides.
We have received tremendous support throughout the implementation from InfoCaption and their support department. We are confident that InfoCaption will fulfil the support we desire, and we are so satisfied and happy to have chosen this system.”
This integration is an excellent example of how to give users help where they are when problems or questions arise. The fact that the information displayed is relevant precisely to the part of the system where you are and work also makes it easier to find answers as quickly as possible and move on.