CASE ·

Concept for user assistance – IIoT

ABB’s industrial automation division supplies systems for control, facility optimisation, and industry-specific automation applications.

The industrial internet of things (the IIoT) is the latest step in the development of automation systems that allow for a higher level of automation through

the use of cloud-based operations to refine and optimise process control.

Users of modern systems expect a shorter learning phase in order to be able to implement solutions and become productive more quickly.

Easy to learn, deploy, and maintain

Avalon was commissioned to explore the actual needs of users with regard to user assistance, as well as to create a concept for how ABB should work with assistance in its future IIoT systems. The concept should be in line with ABB’s vision: “Easy to learn, deploy, and maintain.” In addition, we were tasked with implementing a getting-started guide through the new concept.

Together with stakeholders from the support and sales organisation, as well as research and development and product management at ABB, we conducted an insight and idea-generation project, which included internal user testing and interviews. The delivery consisted of the implementation of user assistance by way of an online portal, which included a getting-started guide and a number of video tutorials. The content is user-oriented, focusing on scenarios that will help users to get started quickly. The concept enables users to hit the ground running, and also offers assistance at several lower levels as required. In addition, the concept supports different navigation types in a modern format for various devices.

“The result of this work has exceeded expectations. It is high quality and feedback has been very positive.”

Mårten, Manager Software Development
ABB Industrial Automation

“Thanks so much for all your efforts! We’ve been able to sell a fresh new documentation concept that has been well-received by our product managers. We also had a getting-started guide compiled for the first release.
We hope to work together again in the future!”

Johan, Project Manager
ABB Industrial Automation

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