Padmapriya Ramakrishnan

Uthra Chandrasekaran

“Quality in a service or product is not what you put

into it. It is what the client or customer gets out of it.”

-Peter Drucker

Described as the founder of modern management, Peter Drucker is an American management consultant, educator, and author, whose writings contributed to the philosophical and practical foundations of the modern business corporation.

Uthra Chandrasekaran – Lead Technical Writer, HCL Technologies Limited

Uthra started her career in Technical Communications, and over the years took on additional responsibilities. Has mentored and groomed several writers. Is interested in interfacing with customers and understanding their requirements and translating that in to end-user documents.

Padma Ramakrishnan – Associate Documentation Manager, HCL Technologies Limited

Padma has about 8 years of experience in the IT industry - started out as a technical writer and over the years took on additional responsibilities.

Has worked on a wide range of documents including user and installation guides, API docs, and presentations. Is interested in learning new technologies and how they help users in meeting their needs.

Need for Task-Based Documents

User Task Analysis – An Overview

User Task Analysis – Phases

Example

Q & A

Users look to complete their tasks on time.

They look for documentation only when they are stuck and unable to proceed.

Traditional Software New Age Software

User task analysis involves understanding your users’ goals, and identifying the tasks that help them to achieve their goals.

Identify your

users

Analyze user

tasks

Map

workflows

with users’

tasks

Author

content based

on identified

workflows

A user persona is determined by the role that a user performs on the job and represents a group of users.

Expert

Infographics/High-level instructions

Intermediate

Step-by-step guidance

Beginner Conceptual information/Step-by-step guidance

UI design meetings

From Marketing/Field people

Site visits

A user-task matrix helps to analyze which users do which tasks. Task Windows

Administrator Network Administrator

Basis Administrator

Manage Employees Yes No No

Manage Software Configuration and Updates

Yes No No

Manage Devices No Yes No

Manage Users No No Yes

Manage and Monitor Database

No No Yes

Identify subtasks.

Arrange the subtasks in a sequential order to create a workflow.

Manage Employees ◦ Create Employee Group

◦ Configure Policies

Configure Authentication Policy

Configure Authorization Policy

◦ Add Employee to Group

◦ Create or Edit Password Policy

◦ Lock and Unlock Employee Account

Support Production ◦ Install/Upgrade New Releases

◦ Migrate Data

◦ Apply Patches

◦ Backup/Restore Data

◦ Change Permissions

Manage Endpoints ◦ Create an Endpoint Group

Add Endpoint

Configure Endpoint Security Policies

Monitor Endpoints

Sub Tasks (Menu Driven) Workflows

A. Create Employee Group B. Add Employee to Group C. Create or Edit Password Policy D. Configure Policies

i. Configure Authentication Policy

ii. Configure Authorization Policy

E. Lock and Unlock Employee Account

F. Create an Endpoint Group G. Add Endpoint H. Configure Endpoint Security

Policies I. Monitor Endpoints

Add Employee 1. A 2. D (i) 3. D (ii) 4. B

Allow Employees to Use Personal Devices in the Corporate Network 1. A 2. D (i) 3. D (ii) 4. B 5. G 6. H

Author content

(workflows)

Create infographics

and add to the

beginning of a

workflow

Add relevant

troubleshooting

information at the

end of the workflow.

Work with Graphic

Designers to come

up with training

materials and screen

casts, if required.

Related Topics • CA Service

• CA Keys Provisioned on the Nodes

Image sources: ◦ http://reqtest.com/wp-content/uploads/2012/06/Use-Personas-as-a-

portrait-of-your-user.png ◦ http://www.eastwood.nsw.edu.au/wp-

content/uploads/2014/05/chesspieces.jpg ◦ http://www.santosha.com/assets/images/sirsha-vj-o.gif ◦ http://www.leon-leon.com/figs/ddlc.gif ◦ http://www.rapidvaluesolutions.com/wp-

content/uploads/2014/11/Android-Candy-Story-Infographic-by-RapidValue-Solutions.png

THANK YOU