HR2009-03

Manuals,
vary in handling by ages and the products

2009.03.31 Kasahara

Preface of the research

Among the usability evaluation requests received by our clients, we approach almost equal number of instruction manuals of products compare to the number of products themselves. Instruction manual, which stands between users and products in many scenes, such as product set up, experience useful functions and troubleshooting etc., can say that as one interface which connects users and products.

Although good deal of time and effort has been invested in making the manual, it is often that users like me will never read it, or read once at first then lose it somewhere. This time, by thinking how users actually "treat" instruction manuals, I decide to focus that as the topic.

Research method

I have asked our helpful registrants and our staff as well to answer the questionnaire. The questions are the following five:

1. What electronic products you have at home?
2. How do you use the instruction manuals of each product?
3. Where do you keep the instruction manuals of each product?
4. If you have your own rule of how to keep the manuals, please tell us.
5. If you have any problems or consideration in keeping and using the manuals, please tell us.

For questions 1 to 3, we have questioned about 25 representative electronic products, and if they have other electronic products, we ask them to write about it in addition.

People who have answered the questions.

We have received the answers from 128 people, males and females of the age 19 to 77 (62 males and 66 females). The age composition is shown in the graph below.

Result 1: How to use the instruction manuals

At first, we have compiled the data on how the users use the instruction manuals of the products.

Overall, we see many users who answer "B: Read through when use the product for the first time" and "D: Read when problem occurs".
Although because there are people who answer both "A:Read only the page for connection/setup" and "D:Read only in case of problem", as well as both "B"Read through when use the product for the first time" and "D: Read when problem occurs", we cannot completely say, "The most answer is this", but I believe it shows the overall pattern.

To see whether there are patterns by the category of products, I have divided those 25 products roughly into 6 categories.

Then, (by looking at the table horizontally) colored the box with the most answers in each product into pink.

Here, for categories of more modern and complicated products, such as AV, gadget (portable electronic devices) and computer, we see more answer that "D: Read only in case of problem", while for categories of products that is more close to life such as living, cooking and season have more answers that "B: Read through when use the product for the first time".

Because the products in AV, gadget and computer categories have many functions, we can imagine that, instead of read through the instruction manual at first, users will use the product first, then read the manual when they have problems.

As for the products in living, cooking and season categories, since most of them are not so difficult to operate, it seems that many users will read the instruction manuals first to understand how to use the product to some extent, and actually start to use it. Also, because the functions and use of these products are limited, we can say that there is not much need of learning new operation along the way of using the product.

This time, (by looking at the table vertically) I have colored the boxes with top 10 large numeric values of products for each way of using instruction manuals, in yellow.

When we look at this table, we can see cohesiveness of products in yellow boxes in lines of "C: Read every time when use the product", "D: Read only in case of problem" and "E: Do not read at all".

In the line of "D: Read only in case of problem", we see many products in the categories of AV, gadgets and computer are colored, and we can see the same pattern in the above table of pink colored boxes.

Also, in the line of "C: Read every time when use the product", many products in the categories of AV, gadgets and computer are colored. Since the operation of products in these categories is surely complicated, it is likely that there are more users who read the instruction manual when they use the product for the first time, than with other products.

When look at the line of "E: Do not read at all", the products in the categories of living, cooking and season are seen in high percentage. Since the operation of products in these categories is easy and most of their function/use are limited, we can say that there is not much need of reading instruction manuals for these categories.

We cannot see the clear pattern in the lines of "A: Read only the page for connection/setup" and "B: Read through when use the product for the first time".

I have also compiled how they handle the instruction manuals, regardless of the products type, but by age. Here we find differences in handling the manuals by age.

Number of people who "B: read through when use the product for the first time" increases as they get older. While on the other hand, number of people who "D: read only in case of problem" increase as they get younger.

Specially, young people of teens and 20's will almost never read the instruction manual at first, and will more likely to read when they have a problem. The younger they are, they tend to have less fear toward electric appliances and information equipments, and will more likely to "go ahead and touch it anyway".

Result 2: Storing the instruction manuals

From the above counting, we now know that instruction manual is not something you always use. Well then, how they keep those manuals when they are not in need?

First, the table shows the storing condition for instruction manual per product.

It seems any and every instruction manuals have a certain place to store, such as "a: Near the main unit" or "b: Other place away from the main unit".

However, in the other hand, we can see few "d: Threw away" and "e: Missing (cannot remember)" as well, specially it is more likely with products such as, " 19, Toaster", "24. Electric fan" and "25. Lighting apparatus". Those never will be read instruction manuals may have destiny like that...

Next, let's see what kind of rules there are about the storage of instruction manuals.

About two third of respondents have responded, "Gather up and store in place" and "Interfile and store".
By looking at their comments together, it seems that many of them are organizing/storing the instruction manual quite often by using shop ticket holder, and organize them per product categories or by room.

Now, I would like to share two interesting comments. One is, to get through with a spirit of

"keep trying".

We have received a sweet loving comment like the one below:

"Because I always lose instruction manuals, my husband has made a file for me. However, when my husband does not have time to save it, since it is pain in the neck for me to organize things, I just put it in a open space of the file, and then, get into a trouble of finding where in what file I have put it."

This just gives me a warm feeling.

Result 3: Be in trouble with this kind of things.

At the end, I have gathered up "troubles" of handling the instruction manuals.

One third of respondents have cited "sizes are not even" and "take up much spaces" as what bother them with the instruction manuals. The size and the way they are bound in are different by the manufacturer and the product. Also depends on the product, it can be very thin like those fliers come with newspapers, or it can be thick like decent catalogue. As they have shown in the result of previous question, while there are many people who try to organize and save the manuals in proper way, the instruction manuals are not made to organize well.

Also there are problems with the quality of instruction manual, such as, "Not feel like reading" or "cannot fine the information". These comments give me, as usability professional, a wind up feeling that I need to "work on more".

I would like to share other interesting comments on this question.

1. As instruction manuals get thicker, the shop thicket holder will wear out quickly.
2. Only instruction manuals get piled up, and when I need to read it, I happen to grab the old one.
3. Since I do not want to read the instruction manual itself, I mostly just store them.
4. I wish I can just contact, and/or be able to see the instruction easily through web.
5. Because instruction manuals are taking much space, I wish there are different options available, such as CD-R etc (electric manual).
6. I often search by Internet than look into the instruction manual.

The comment 1 can be an actual damage users get by having the instruction manuals gets thicker.
The comment 2 can be a frequent trouble for the repeater of same manufacturer.
The comment 3,4,5 and 6 may be showing the changes in users feeling and environment surrounding of instruction manuals because of the progress of computer and Internet.

Impression

The way users use and stock their instruction manuals are different by the products, and although the results are basically what I have expected, they are all interesting. Considering this kind of long-term usage reality can be a hint to make more user-friendly instruction manual.

What I have been feeling toward instruction manual is same as many people. I am now relief to know that I have normal feeling, but at the same time, feel that I need to properly interfile and organize the manuals.

Created in 2009.04.27