The other day I was putting together a bed frame.
I like to think I’m fairly handy, so usually I go ahead and get started on the assembly process with something like this, and then refer to the manual if need be.
There was this interesting “spine” part that ran down the middle, which I had not seen before. So, I open up the manual…
This bed is made in Australia, so there isn’t a language or translation challenge…
And yet, the manual makes no sense at all.
Even more, once the bed is together, there are an extra 4 nuts, but no available bolts or screws.
So although the project is a success (I’m convinced the bolts were random additions), I still feel like I’ve screwed the whole thing up. This isn’t the best feeling for the customer or client.
When you’re teaching someone something – through a manual or otherwise, effective communication is kind of key.
The product can be impeccable, but if the end user feels like an idiot when they try to use it, then you leave a lot of satisfaction on the table.
