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Instructional Design: A Key to Software Success

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By Niki Hammond

The success of a new system, device or technology can be measured in many different ways, but ultimately the true measures of success are adoption rate and user satisfaction. Better GUI, faster functions, crisper screens, cleaner layouts, bigger buttons, no buttons —these efforts are made with the goal of making a product or system more appealing and more valuable to the end user.

For all the effort we put into preparing a product for the users, oftentimes too little is spent preparing the users for the product. Training materials, demos, user guides — by whatever name you call them, well-designed, appropriate learning resources are critical to the success of any technology project. They can make the introduction of complex systems less intimidating, such as SAP’s overview videos. Even software companies that pride themselves on simplicity and ease of use offer prepared learning resources to illustrate possibilities, such as 37 Signals’ Basecamp video tours.

I recently managed an e-commerce project and had the good fortune of working with a talented instructional designer. After witnessing first-hand the difference that can be made with a structured, thoughtful approach to software training, I sat down with Dorene Zjawinski Lofgren, owner of Lofgren Educational Design, to glean some insights into her methodology.

Can you briefly describe your profession and the role you play on a software project?
I’m an instructional designer, although the current trend is to label it educational designer or educational technologist as we move from an instructor-led model of education to learner-centered online tools. Organizations approach me with an educational problem or knowledge deficit of some kind and ask me to develop learning resources that address their needs. For instance, maybe an organization has implemented a new e-commerce platform that is not being utilized optimally, or is deploying a brand new content management system. The design of these learning tools is informed by a needs assessment that includes an analysis of the users, the tasks the users must perform and the learning context. The resultant design might take the form of a Flash-based learning tool, a user guide, a webinar, a face-to-face class, a wiki, or a combination of things.

If a software product is everything software should be — intuitive, user-friendly — is formal training really necessary?
Yes and no. While formal training (e.g. a face-to-face or online class) may not be necessary, you will want to provide learning tools that users can tap into as needed. When adopting a new system, users will want resources that describe the scope of functionality available, and, as novices, they will seek confirmation that they are using it correctly. A well-designed “just-in-time” resource can serve these needs whether it be a knowledge base, online help or user guide.

Also, good instruction isn’t always just about the software. Sometimes a new software application can be used as a catalyst to change inefficient or out-dated business processes. I recently worked with a company that funneled all website content through a single webmaster who was responsible for updating the site. While preparing training materials for the new CMS, it became apparent that they intended to keep this business process even though it led to unnecessary delays and stale content. Instead, we worked out a new process where each department owner created their own content and freed up the webmaster to focus on more important things like strategic direction.

How do you deal with training a group of people who have a wide range of skill or previous knowledge?
Adults are the most difficult learners to address because they bring such a varied degree of experience to a learning context. The literature on learning irrevocably underscores the importance of activating prior knowledge when learning new information. To tap into prior knowledge you need to know who your learners are and what experience they bring. Conducting a learner analysis before designing resources can help significantly. Often times, learners may not have experience with similar software applications but have substantial experience with a business function or personal need, which will help inform them on how to use the system. Creating separate resources geared for these various use cases will not only alleviate cognitive load, but will motivate users to adopt new software as they see what’s in it for them.

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