As technology evolves, so do the ways we access information. Until 2021, a major telecom provider in Korea offered its user manuals primarily in print and for PC platforms. However, after collaborating with Hansem Global, they transformed their manuals to be fully optimized for smartphones. This shift reflects the growing trend of delivering user information in more accessible and user-friendly formats. Let’s explore how this transformation catered to the mobile-first era and met the needs of today’s users.
- Are your mobile manuals easily accessible to users?
- Are your users struggling to fully utilize manuals in a mobile environment?
- Are you still offering the same PC-oriented manuals on smartphones without optimization?
- If you’re using the same manual for both PC and mobile, you might be missing out on efficiency. Check out the successful case of how this telecom company transitioned to mobile-friendly manuals.
The Changing Trends in User Manuals
In 2021, LG U+, a prominent telecom company in South Korea, sought the expertise of Hansem Global for an industry trend analysis to gain deeper insights into the shifting landscape of user manuals. This collaboration marked the beginning of their partnership, with Hansem Global providing guidance on global best practices and offering recommendations for enhancing the user manuals based on their experience in the field.
Hansem Global conducted an in-depth study, analyzing how major global companies like Apple and Amazon, along with leading Korean brands such as Samsung and Hyundai, have adapted their user manuals to meet the evolving behavior of today’s users. The study revealed that the existing manuals, initially created for PC use, were not optimized for mobile environments, resulting in poor usability and a frustrating experience for smartphone users.
The analysis specifically highlighted that the overall user interface (UI) was cumbersome to navigate on smartphones, making it challenging for users to quickly locate and understand the information they needed. Since mobile users prioritize convenience and intuitive interaction, these issues not only reduced the effectiveness of the manuals but also negatively affected the overall user experience of the products and services.
Key Challenges Identified
1. Reduced Readability on Mobile Devices
The original manuals were designed primarily for PC use, which caused significant readability issues when accessed on smartphones. The font sizes and overall UI were optimized for larger desktop screens, requiring users to constantly zoom in and out to read the content. Moreover, the balance between text and images became distorted when the manual was resized for mobile screens, making it difficult for users to follow instructions, particularly in scenarios where text and images needed to be viewed together.
This issue was especially challenging for older users or those with visual impairments, which directly conflicted with the company’s commitment to accessibility and user-friendly standards for all audiences.
2. Complex Access to Information
During the trend analysis, it was found that the company’s product packages included a QR code that directed users to a download page on their website. Instead of directly accessing the manual, users were required to search for the relevant document, download the PDF, and then open it with a reader app. This multi-step process was cumbersome, particularly for less tech-savvy users who often faced challenges with downloading and managing files. The complicated process created unnecessary friction, reducing the likelihood that users would fully utilize the manual.
3. Underutilization of Video Content
The company had a comprehensive library of instructional videos within its “Self-Help Guide” series on YouTube, featuring over 300 videos by 2024. However, these valuable resources were not fully integrated into the manuals. While some links to videos were included, they were often difficult to notice due to poor design choices, such as small hyperlink placements and vague descriptions. As a result, users missed out on this rich content, which could have provided clearer and more engaging guidance, especially in a mobile-first context where video content is highly preferred.
The Solutions: Transforming Manuals for the Mobile-First Era
1. Mobile-Optimized Design
Hansem Global redesigned the manuals with layouts specifically tailored for smartphone screens. Font sizes were adjusted to match those commonly found in mobile apps, enhancing readability. Additionally, interactive elements like the table of contents and navigation buttons were redesigned to be more intuitive and accessible. The balance between text and images was also carefully optimized, allowing users to seamlessly grasp the information on smaller screens without the constant need to zoom in and out. This design approach ensured that the manuals were not just mobile-compatible, but truly mobile-friendly.
2. Streamlined Access
To improve accessibility, Hansem Global recommended a system upgrade that enabled users to directly access the relevant manual through a QR code, eliminating unnecessary steps. Now, users can simply scan the QR code and instantly view the manual without the hassle of searching, downloading, or opening additional apps. This streamlined approach greatly enhanced the user experience, particularly for older users or those less familiar with technology, who previously struggled with navigating the multiple steps required to access information.
3. Enhanced Integration of Video Content
Understanding the growing importance of visual learning in the mobile era, Hansem Global focused on better incorporating video content into the manuals. To make relevant videos more noticeable, eye-catching icons in the company’s brand colors were strategically placed within the manuals, drawing users’ attention. Additional text prompts were also added, encouraging users to watch these videos for further guidance. Unlike the previous design, where hyperlinks were vaguely labeled as “See more,” the updated version provided specific video titles, enabling users to quickly identify and access the content they needed. This approach ensured that the instructional videos, which are especially valuable in a mobile context, were fully utilized.
The Impact: A Successful Transformation for the Telecom Company
The telecom company fully adopted Hansem Global’s recommendations, leading to a comprehensive overhaul of its manuals. Over several months, all PC-oriented PDFs were converted into mobile-friendly formats. Internal feedback was overwhelmingly positive, and as a result, all future projects commissioned to Hansem Global are now developed with mobile optimization as the standard, leaving print versions behind.
User manuals are a vital resource for maximizing the effectiveness of a product or service. As demand for print manuals decreases and unofficial online sources provide inaccurate information, it has become increasingly important to offer official, accessible, and user-friendly guides. By proactively transitioning to a mobile-first strategy, the telecom company not only improved the usability of its manuals but also ensured that users receive accurate information directly from the source in a format that aligns with their needs.
In the digital age, adapting to user preferences is not just about keeping up with trends—it’s about ensuring your products and services are utilized to their fullest potential. This mobile-first approach to user manuals exemplifies the importance of continuously evolving to stay aligned with customer expectations.