End user tale

At a glance

The terrible tale of Bob the end-user

Read how you can turn your customer’s worst experience into a memorable one

7:37am

no-internetUsers complain that Internet access is unstable.

7:43am

logsAn unusual error message appears in the device log.

7:47am

vendor-searchBob goes to his vendor’s tech support website and runs a search with the error message.

7:48am

bob-hoThe search returns 153 PDF files. Most look like the same file.
27 citations appear to be reference guides.
Bob starts downloading the first one.

7:52am

download_pdfFirst file downloaded.

7:53am

search-pdfBob opens the file and runs a search in the PDF.

7:56am

scan-pdfBob scans several pages, but doesn’t find what he needs.
4 minutes and counting

8:00am

open-search-scanBob begins the next PDF download, runs a search and scans the results.

8:04am

open-search-scanBob begins the next PDF download, runs a search and scans the results.
...

9:12am

open-search-scanBob begins the next PDF download, runs a search and scans the results.
2 hours and 27 downloads later,
Bob still hasn’t found anything!

7:48am

35resultsThe search returns 35 relevant results of real content topics.

7:49am

facets-animBob narrows the search by selecting his product and OS version. The results drop to 5.

7:50am

inline-animUsing the convenient inline reader, Bob quickly scans the content.

7:51am

The 3rd result looks promising. Bob clicks on the link to access the full manual.

7:51am

toc-animThe book opens in his web browser instantaneously, in the exact section Bob needs, no downloading required thanks to the embedded reader that streams the content.

7:52am

bob-happyBob finds his error message and discovers he needs to change a system parameter as a result of the software update.

7:53am

One link click and Bob jumps automatically to the section that describes how to set the parameter.

7:55am

bookmarkProblem solved! Bob bookmarks the section with some comments so that he can return to it when he updates the firewalls of the branch offices this afternoon.

7:59am

love-share-twitterBob tweets how much he likes this vendor. He is never stuck with a problem.

Definitely Fluid.