Infographics demonstrates technology through animation.

It can often be difficult for consumers to understand and see the value of new technology—especially if that technology is largely inside the product. Bosch Power Tools had developed new Full Force technology that made their upcoming line of pneumatic nailers more compact and more powerful. Recognizing that communicating the features of the Full Force Technology product line created its own challenges, Bosch partnered with Infographics to develop a short side-by-side animation to compare Bosch’s new technology to conventional products. The Infographics’ animation highlights enhanced features as well as performance of the new pneumatic technology.

Actually, it is brain surgery.

No, we're not surgeons, but partnering with our client GE Healthcare, Infographics recently developed a quick reference guide for advanced surgical suite equipment. In this example, we're communicating steps involved in using a cranial clamp and other surgical equipment for delicate brain surgery. The use of color assures our clients' audience can quickly recognize the importance of each part involved while using this complex medical product. The quick reference guide serves as a visual reference to surgical teams by clearly and concisely differentiating critical parts in each step used in prepping patients for these delicate surgical procedures. More to follow on this subject…

Infographics' creates audience-focused solutions

Technical Controls needed new instructions for their audience of skilled maintenance personnel installing Sani-Cell products in public restrooms. This audience rarely has the time or patience to explore instructions full of a lot of words jammed in around spotty illustrations.

The knowledge and experience of these end-users, combined with a limited amount of space for copy large enough to be helpful on-site, provided an opportunity for Technical Controls and Infographics to offer a wordless solution of detailed visual steps.

Based on the profiles of this audience, we concluded that they would find it more useful if the product information was presented as a simpler, more visual sequence of steps to follow. Making the product instructions a more effective reference that improves their retention of the process, and creating a valuable resource for the typical multiple product installation projects.

Infographics® Who's Who

Team Member: Matt Smelcer

Position: Information Design Specialist

Alma Mater: East Tennessee State University, Industrial Design major

Hometown: Kingsport, TN

Family: Wife, Leslie, and 2 dogs, Daisy and Reesie

Favorite Quote: The early bird gets the worm, but the second mouse gets the cheese.

Quirky Fact: I collect and customize vintage action figures. (Note: photo of Matt as Flash at JoeCon 2007, the International G.I. Joe Collectors Convention.)

When I’m not working I like to: Tinker with and fix anything

Specialties: Leveraging CAD and 3D data

Key Project: Viking Range Corporation Planning & Design Guide –project leader for Viking’s design and specification tool that includes product group features overview, basic installation information and specification pages showing different views of each product along with all relevant dimensions and specifications.

Our Strength is Our Team

Not your average design studio, we like to refer to the Infographics' team members as information engineers. Our team is comprised of a unique blend of right brain creative talent and left brain technical aptitude. Add to this our personal experience as consumers, product developers, and communications professionals, and you get a team that understands technical product communications can be inadequate and confusing.

Combined, all this makes us a strong partner for any business with technical information to communicate with their customers. So if you'd like to get to know us a little better, stay tuned to our blog. We'll be posting the first in a series of team member profiles here on Monday.

Infographics Step of the Day - Medical

Today’s example was developed for our friends at Bodypoint to show their Leg Harness wheelchair accessory in action in a way that demonstrated the proper fit around the patient’s leg. According to our client, past images made this device look like a groin strap, similar to the pelvic portion of a skydiving harness. By using ghosting techniques, Infographics was able to demonstrate how the Leg Harness holds each leg at the inner thigh, to provide resistance to pelvic rotation and obliquity, without limiting anterior movement or pressing on the bladder.

Infographics Step of the Day - Electrical Sequences

Wiring and electrical sequences can be some of the most challenging and complex to communicate – especially since there are so many variables involved. Today’s step is from an appliance installation guide developed for our friends at Viking Range Corporation. In this case several wiring options were shown and one key challenge was clearly identifying wire colors when working with a black and white format. The primary objective was to focus on safety and be as clear as possible to avoid confusion which could lead to costly and time consuming mistakes.

Infographics Step of the Day - United Chair

OK – be honest… how many of you have an office chair and you don’t know how all of those levers and adjustments work? Honestly? Today’s steps were developed for our friends at United Chair to help address that problem. In this case, we suggested that instead of showing the chair from the side – as is customary – we show it from above to better communicate the controls the way the user will access them. This approach communicated function and interface so well that it was incorporated into point-of-purchase hang-tags to help identify key features and functions.

Infographics Step of the Day - Lost in Translation

Hello folks! We’re back after a brief end-of-summer hiatus. Today some fun – it appears that the intent here was to avoid falls, but some things are easy to lose in translation. This serves as a reminder that it’s very important to validate your work and be sure to check translations for accuracy!

Infographics Step of the Day - Hands

Today’s theme – HANDS. As we’ve mentioned in previous entries, it’s often important to show users how to interact with parts and components when assembling or using a product. Using hands (rather than just arrows) to show details about how to handle products can make it much easier for users to understand important sequences. In this case, we use hands specifically to show how to grasp and squeeze parts to engage or release components. This sequence was developed for our friends at OXO who are particularly focused on the user experience with their products.

Infographics Step of the Day - Plumbing Part II

Continuing on our plumbing theme...Today’s step demonstrates how a toilet functions by comparing new plumbing technology to conventional technology, specifically showing how the lever actuates the flush valve and flapper. This step was later turned into an animation embedded in PowerPoint presentation and used in training plumbers. By showing the conventional toilet functioning on the left hand side it’s much easier to understand how the new technology from our friends at Geberit works. Carefully planned sequence illustrations can do a great job of communicating the concept – but a well executed animation can get the concept across even more effectively and efficiently.

To see the animated version, visit our YouTube Channel.

Infographics Step of the Day - Plumbing Part I

Infographics has done quite a large number of plumbing instructions over the years and we’ve found that plumbing can often present some unique challenges from an instructional perspective.

Today we address how illustrated instructions can help provide a clearer picture of steps in the installation process. A very common approach is to rely on photos to represent and communicate installation steps, but there are considerable limitations when using photos. For example, you can only see how the parts connect from one side of the countertop surface, either above or beneath. Our example uses illustrations to show users how parts interface both above and below the mounting surface at the same time, which communicates the concept much more clearly and effectively.

Establishing context, orientation and perspective is an important consideration when communicating an installation sequence and, of course, making sure parts are clearly identified in each step illustration. In this case an inset illustration also provides a profile view to reinforce how parts should be assembled. Careful consideration of how to show parts—and which viewpoint will best communicate key information—can make a very big difference. More on plumbing in our next installation…

Infographics Step of the Day - Rubbermaid Commercial Products

After a brief summer hiatus we’re back with more step-of-the-day samples. Today’s topic is PEOPLE. Often those developing assembly and usage instructions are content to show products, parts and components, but frequently they leave out the most important part of all – the user… One thing we strive to keep in front of us at all times is the user - as in today’s sample. Showing users how adjust a product to fit them properly can be a challenge. Often an illustrated example is the best solution – offering a clear view of how to fit and adjust the product without adding unnecessary information or distractions.

Infographics is a tech agency.

Our clients—the subject matter experts—become our partners as Infographics assumes the dual role of communications expert and consumer advocate. We realize that the best way to communicate unfamiliar information to your customers is to utilize both verbal and visual tools.

Infographics is focused on communicating technical facts in ways consumers can easily understand and use. We first collaborate with our clients’ engineering and product development staff to get the necessary information, and then we design the communication solutions that best relay the message. Through clear language, illustration, iconic or other visual means, we make complex things look simple enough to understand without losing the necessary details.

As a tech agency (a service business dedicated to creating, planning, handling and producing technical product or service communications), Infographics has helped other companies by managing, designing and producing:

• owner’s manuals
• assembly instructions
• installation guides
• use & care publications
• quick reference guides
• trouble shooting guides
• product planning & design guides
• specifications pages
• exploded parts drawings
• service technician manuals
• training videos
• technical animations
• information pictograms

Learn more at our website.

Infographics Step of the Day - LipStix Remix

Who ever said that instructions have to be boring? Sometimes style is a significant consideration – even when it comes to instructions. Today’s sample incorporates a two-tone retro look that was a major component of the design language for this project. The wordless instructions were incorporated into the packaging and merchandising of this product from our friends at LipStix Remix.

Infographics Step of the Day - Viking Range Corporation

Sometimes it’s nice to break away from traditional sequences and offer up something a little different. Today’s samples are from a launch program developed for our good friends at Viking Range Corporation. They were in the process of launching a new dishwasher that incorporated some great new technology and truly unique features. In order to help communicate all of this innovation, we developed a series of cutaway illustrations allowing visibility to different components of the new unit…which was a big help in communicating the value and significance of all that great new technology!

Infographics Step of the Day - Suncast Corp.

Today we’re looking at scale. Sometimes it’s difficult to for users to maintain context when dealing with small assembly details on a large product. As a case in point, take this gazebo assembly guide that we developed for our friends at Suncast. To address this challenge, we added a small orienting location view in the upper right-hand corner of each step so users would know how the step relates to larger parts of the whole.

Infographics Step of the Day - Britax

A seemingly universal instructional challenge is child safety car seats. In fact, a study several years ago found that nearly 80% of infant safety seats are improperly installed because people can’t understand the instructions. And that leads us to today’s step, which was developed for our friends at Britax. In this case we employ clean visuals, arrows and simple steps to walk users through a replacement sequence.

Infographics Step of the Day - Medical Equipment

Today’s steps are from a training animation we developed for a client who manufactures complex medical MRI imaging equipment. The animation is part of ongoing maintenance and repair training which helps to reduce equipment downtime. The steps show how to reassemble two key components of the system – by showing the relationship of the components in space and making the front component transparent, we were able to show specifically how to align and fit the two parts together which is crucial to successfully replacing the part.

Infographics' Step of the Day - Plumbing

Today’s step is a nice example of how using a side - or alternate - view can greatly improve understanding of information that may be crucial to a successful installation. In this case, the installer needs to be aware that they need to leave a specific amount of threaded shank exposed when installing a pot and kettle filler faucet. Helping installers anticipate potential complications BEFORE they become a problem can significantly reduce support requirements, product returns and warranty claims!

Our Space - Converted offices in 100-year-old textile mill

Infographics' Step of the Day - Lofty Vision

Continuing our theme of illustrations offering useful consumer information on packaging – this is a wordless sequence we developed for an insert card for clamshell packaging. The steps show consumers how easy to use and versatile the product is – in this case adhesive label holders.

Infographics' Step of the Day - Sanford Brands

A theme you’ll see repeated in many of our projects is simplicity. We believe that often—but not always—less is more, and so we are frequently tapped to develop clean, wordless instructions for our clients. In this case, Infographics® developed these wordless instructions for a folding desktop organizer developed by the folks at Sanford brands.

Infographics' Step of the Day - Wayne Dalton

Today’s sample is from the programming section of a whole-house wireless networking product from our friends at Wayne Dalton. The user guide we worked with them to develop explains what could be somewhat intimidating programming information in a sequential and visually based format – which helps to take much of the fear and voodoo out of the process for consumers.

Infographics' Step of the Day - Suncast Corporation

Today’s sample is an illustration we developed for Suncast to show how water pressure is used to automatically reel in a garden hose. The graphic was developed for their retail packaging. Numbered arrows help to explain to consumers how the mechanics work to make their life easier – A great way to demonstrate a true competitive advantage! More on this theme in future entries…

Infographics' Step of the Day - Plantronics

Today’s sample is a spread from a wireless headset user guide we developed for Plantronics. The sequence shows how to set up the charger base and make phone and power connections. In this case our goals were to show the process clearly to ensure connections are made properly (as this had consistently been a problem for users) and to minimize copy in order to reduce the need for translations.

Infographics' Step of the Day - Maytag

These steps were developed for a Natural to LP gas conversion guide for Maytag gas ranges. The guide is intended for professional installers and includes step illustrations that detail sub-sequence actions and part rotation with numbered arrows.

Infographics' Step of the Day - Oxo International

The use of arrows and numbers clearly demonstrate the technique for cubing/dicing fruits or vegetables with the Oxo V-Blade Mandoline Slicer. This product was named Editor's Pick in "Vegetarian Times" magazine. The article also made mention of the slicer's easy-to-use Quick Start Guide to Slicing.

Infographics' Step of the Day - InSinkErator

This is an ”INCLUDES BOX” we developed for InSinkErator’s new line of Evolution food waste disposers. It shows what’s included with the product and also what tools and materials are needed – installers can inventory parts and tools needed to get the job done!

Infographics' Step of the Day - Rubbermaid Commercial Products

In this example, the use of see-through hands demonstrate how to safely control the product's speed. Interface and function are clearly communicated in a few simple visual steps.

Call the experts when it comes to assembly instructions

For many people, the fun of taking furniture home when you buy it abruptly ends when it is time to piece it together, according to an article from the New York Times archives, Memo to Assemble-It-Yourselfers.

Note to RTA furniture manufacturers: Infographics offers valuable expertise when it comes to the development of assembly instructions and other post-purchase consumer communications.

infographics® call for input

Are you a DIY consumer who has experienced frustration because of poor assembly or installation instructions?

The team at infographics® is dedicated to providing useful instructions designed for consumers, like ourselves, who believe they deserve first-rate information and service after purchasing products. We sympathize with consumers who purchase an exciting new product only to be frustrated with a less than pleasant ownership experience of struggling to understand how to assemble the product and/or use it and all its features.

infographics® is also dedicated to offering product manufacturers an experienced resource who can provide truly useful and customer-focused instructions for their customers. We believe this is a great way to demonstrate a product manufacturer’s understanding and respect of their customers’ genuine needs.

At the same time, we’re astounded at how much a manufacturer invests in advertising versus the investment in their customers understanding and experience with the products after the sale. We hold to the belief that the same people responsible for product support literature at these companies are also consumers—and “the light” will eventually come on when they realize how poorly done product information can spoil the fun of ownership.

We welcome your input. Are we naïve? Do complex, hard-to-understand product instructions spoil your ownership experience enough to warrant that manufacturers should invest more in making sure you can understand them?

What bothers you the most?
The amount of time you have to invest in reading through wordy manuals?
The lack of illustrations/photos that actually help you?
The unfamiliar or poorly worded language used in instructions?
The frustration of not having (or the trouble finding) the necessary information you think is important?
The feeling you’ve been “had” after discovering inadequate instructions included with your latest purchases?
The frustration of taking up more of your time to call customer service lines?

Please comment and share your personal experiences and frustrations from the lack of good product information!

Survey reveals consumers want good instructions

A recent consumer survey in the UK revealed that 67% of respondents consider good instructions KEY to their enjoyment of a product. Good instructions don’t just happen. Just like the product doesn’t just jump out of the box and assemble or install itself – ready to use. Consumers frequently site a bad layout, too many languages, confusing diagrams, and poorly written copy as reasons they get frustrated with product instructions.

infograhics has developed a unique style of visually based instructions that use easy-to-follow illustrations, graphics, copy and content. So where does it all start? In the lab of course. Our facilities include what we call “The Lab” which is where we assemble, install, deconstruct, tinker and generally saturate ourselves with product knowledge in order to really understand how things work before we begin developing the instructions. This helps us to know what will be challenging or confusing to the consumer and address it proactively – rather than creating an opportunity for frustration and the potential for a returned product. We also highlight important information up front – to help consumers knows when they can handle an assembly or installation and when they might want to consider getting a professional involved.

Because of this detailed product knowledge, infographics delivers concise, visually based instructions that consumers can understand – greatly reducing the potential for a bad consumer experience which can damage your brand - and the potential for product returns.

Enhance your customer's experience with professional product instructions

Industry research by Accenture suggests that manufacturers can enhance the out-of-box experience by providing better customer education. “One-page quick start guides are certainly a good first step in terms of helping consumers set up, install, or use a new product. These guides are much easier to understand than lengthy instruction manuals. Many Consumer Electronics OEMs have recognized and confronted this issue by developing visually oriented set up guides. Similarly, multimedia customer education resources—such as accompanying DVDs and online tutorials—provide an engaging way to learn how to use a new product.”

Likewise, Infographics® has found that using visual graphics to communicate step-by-step assembly, set-up, or installation processes is a universally understood. We can attest to the old adage: A picture is worth a thousand words.

Case in point, OXO International, a company that was founded on consumer-focused philosophies, enlisted Infographics to develop a user-friendly quick start guide to accompany their V-Blade Mandoline Slicer. The quick start guide needed to accomplish three objectives: familiarize the user with the various blades and cutting options, demonstrate safe assembly, usage, and cleaning of the product, and bring about a positive ownership experience.

The Infographics quick start guide identified all the components of the OXO slicer, used step-by-step visual graphics to show safe blade assembly and removal, and included separate usage sections to clearly demonstrate how to julienne, dice, straight and crinkle cut fruits and vegetables.

Not only was the OXO V-Blade Mandoline Slicer named Editor’s Pick in “Vegetarian Times” magazine, but the article also made mention of the slicer’s easy-to-use Quick Start Guide to Slicing.
You can learn more about our visual approach to product communications at http://www.info-graphics.com.

The hidden costs of customer returns

We know money is tight, so why should you invest in professional product assembly and operating instructions? Because you could significantly bolster your bottom line.

Consider this, Accenture’s High Performance Business research revealed that in 2007, consumer electronics manufacturers, communication carriers and electronics retailers spent an estimated $13.8 billion in the U.S. assessing, repairing, reboxing, restocking and, reselling, returned merchandise. Of this returned merchandise more than two thirds (68%) could be characterized as “No Trouble Found” (NTF). In other words, the device met the manufacturer’s specifications, but somehow failed to meet the end user’s (customer) expectations.

Considering the scale of these costs, we believe companies make a mistake by not putting more emphasis on their product instructions.

Returns prevention—especially when it is related to completely functional, non-defective products—is often not given enough focus as a problem aspect although it has the highest potential to impact results. By taking active steps to prevent customer returns upfront, companies can competitively differentiate themselves, deliver impressive gains to the bottom line and achieve high performance.

How? Accenture’s research indicated that weaknesses in the design, packaging and documentation could have a major impact on NTF returns. Infographics specializes in producing visual instructions that simply describe actions and clearly communicate complex information. Our illustrations serve as a universal language in product communications and bridge educational barriers. Our visual instructions simply describe actions and clearly communicate complex information.

As a result, our clients have experienced fewer product returns, improved customer service, reduced product liability claims, lower translation costs, improved brand perception, increased repeat business, and better ownership experiences.

Find out more at http://www.info-graphics.com.

Protect your profits by providing professional product instructions.

Imagine you are a consumer and at the moment, tight for cash. That’s not too difficult in today’s economic climate. But you need to make a large purchase for your home. It could be a piece of furniture, some new lighting or a piece of technology.

Maybe you surf the net or browse the mall to find what you are looking for. You consider what is in your price range and what is offering the most value for your money, finally deciding on the product you want. Having parted with your hard-earned cash, you drive home with your new purchase in eager anticipation.

Open the box - and that’s when you have to face the instructions! How many people do you know who roll their eyes or give a wry smile when they talk about their terrible experiences with product instructions?

The humble product instruction gets stuffed in the product box and is left to speak for itself and indeed, for the brand it represents. And not just on the day the product is purchased, but possibly for years to come as well. It has to work hard, very hard. It needs to maintain the confidence of the buyer, explain how the product works or how the product is assembled or installed. It may even have to explain how it interfaces with other products, give the necessary safety warnings, and provide maintenance advice and trouble shooting pointers.

And, oh - if that’s not enough, it also has to be clear, reliable, well written, well designed and clearly illustrated. It needs to answer questions during its useful lifetime and finally ensure safe disposal of the product many years down the line. It’s a tough job being a product instruction booklet!

We are bombarded by slick advertising every day on the roads, on TV and on the internet, yet once we have a product in our hands our main source of information about its workings and complexities are all contained in a little black and white book that mostly, let’s face it, has a really poor reputation.

This unassuming booklet or user guide really is the Cinderella of company literature - but think about it - it’s the lasting voice of your brand that installs itself in customers’ homes long after the advertising campaign is forgotten. It has to be a hard worker. One survey in the USA indicated that 76% of consumers reported they “always” save their user manuals. Do you have a drawer, cupboard or file that houses all your instruction manuals? Ask around, a lot of people do! These little booklets really are part of our everyday lives.

There’s no doubt that a good set of instructions improves a customer’s ‘out of box’ experience. Just think. A product that comes out of the box with clear, easy-to-follow instructions that help get the product up and running quickly reassures the customer that they have chosen the right brand. It creates a warm feeling. Satisfaction. Good instructions don’t generate fits of anger, irritation and disappointment like poor ones do. And importantly for manufacturers, brand owners and retailers, according to our research, repeat purchase is more likely in the future. This is good for brand owners, good for customers, and a significant advantage when trading conditions are tough.

If user guides could talk they would be lobbying for better investment, good design and user testing to make sure that they can do a really good job of advising customers well into the future.

There are more reasons why your brand should have good product instructions. The whole supply chain benefits through reduced costs. There will be fewer calls to help lines, less staff time dealing with queries and complaints, and a drop in the numbers of ‘no fault found’ returns by up to 20%. Which means the high cost of reverse logistics will also fall.

--Used by permission from Craig Thatcher, consumer expert.
© Copyright Userview® Limited 2008. All rights reserved.

Introduction to Infographics