During a recent project, one of our SMEs kept INSISTING “Everyone KNOWS the process!”
Then in the next sentence she complains about how they are doing it wrong.
Don’t know about you – but in my “professional” opinion, this tells me that their target audience either:
a) Does NOT KNOW the process
b) Doesn’t understand the process
c) Doesn’t like the process because it is too slow/awkward/seemingly unnecessary
d) All of the above
In this case, judging from her examples of how they are “doing it wrong”, I figured the answer was a).
The likelihood of the answer being d) was also very high. Generally – I’ll choose d), then design with that assumption in mind.
Proven wrong – the audience gets a reminder. Repetition helps learning.
Proven right – the audience gets what they need.
Now all that needs to happen is a simplification of the process so that we don’t have to worry so much about a-c. ESPECIALLY c.
Since chance of that happening is next to nil (gotta leave room for a miracle) – I will remain employed.