Enhancing customer experience begins with simplifying access and comprehension of the product know-how. Everything from explaining the technicalities to guiding users through the product usage.
For a biking enthusiast, the service manual is their bible. It serves as a guide that will guide a biker through everything - from changing your oil to rebuilding your engine. A leading Indian motorcycle manufacturer, approached Newgen for creation of multiple service manuals for both domestic and international models. The manuals had to include pictures of the models with a detailed explanation of parts & uses, video development, e-learning and localization services. With multiple features and functionalities that were unique to each model, a well-illustrated & elucidated manual was the only source of guidance for the end-users.
The Project Requirement
The service manuals were required for multiple domestic & international models. To ensure easy comprehension, the technical specifications & engineering validations had to be explained precisely. The specifications, details & procedures had to be converted to illustrations supported with interactive video information & pictorial representations in a single manual. Maintaining consistency across various product manuals was in the scope of creating user-friendly manuals. The videos and artworks had to be translated to 18 languages for users across the globe.
A dedicated team of subject matter experts, technical specialists and project managers were formed to handle this project. Our SMEs helped with thorough research and review of content. By analyzing databases and with the SMEs’ vast knowledge and hands-on experience, the information collated was precise and detailed.
The information was represented as artworks depicting the procedure, step-by-step process and technical features. To get a clear understanding of the product, photographs of the models were analyzed for creating 3D illustrations, animations and interactive modules. Customizing workflows to align with the timelines and schedules ensured hassle-free completion of the project.
Initially, the development work was split amongst various service providers which led to a delay in the process as coordination was time-consuming. To combat this challenge, a dedicated team was made responsible for each segment of the project. A set of engineers and videographers travelled to the client site to record activity, while the writers, illustrators & editors worked on the design and content. Ensuring a single point of contact helped streamlining the process & communication.
The Result – An engaging, error-free manual
The complete series of service manuals were designed to depict data and information in an accurate and engaging manner with interactive mediums for easy understanding. The content was represented in various regional languages for wider audiences. And the schematic diagrams & visual illustrations enabled easy comprehension of complex technical concepts. Streamlining workflows and communication helped in timely delivery and error-free content following thorough reviews and changes.