Workstation Setup Guide & Script
*Some information in this study has been modified to protect confidentiality agreements.
OVERVIEW
My organization tasked me with re-vamping a workstation setup help guide. Notably, the document lacked consistency with our organization's voice and tone, and overall clarity due to a lack of visuals. Since this guide was mostly used by new hires, we wanted to ensure that the new guide was detailed enough, yet not overwhelming.
MY APPROACH
I first met with the Lead Desktop Support Technician to assess the current help guide and gather requirements. The main issues were its lack of compatibility with different laptop models and difficulty for non-technical users. I observed the technician setting up two workstations and documented the process. Then, I partnered with a UX researcher and designer to prototype a new guide.
Our priorities were:
- Device-agnostic design:
We used universal illustrations to accommodate various laptop models.
- Easy maintenance:
Since the EUT team didn’t use Figma, we built the guide in PowerPoint for accessibility.
- Downloadable format:
A PDF version maintained visual integrity, could be linked in the knowledge base, and was easy to print for users receiving new equipment.
Before
After
Creation of supportive video content:
To support different learning styles, we created a video with a conversational tone to reflect the organization’s culture. It complemented the written guide, easing new hires' anxieties and reinforcing a positive first impression.
OUTCOME
After implementation, service desk calls from new hires dropped 50% in the next quarter, raising the average experience rating from 3.9 to 4.75. The EUT team praised the template and adopted it for other guides.