Request
Nedap Healthcare is a market leader in software solutions for long-term care. Its Ons® platform supports more than 80,000 healthcare professionals in their daily work, including scheduling, reporting, registration, and collaboration. Nedap Healthcare wanted to provide better support to the software’s users. The Ons® software is characterized by simplicity and ease of use. The information accompanying the software should make using it even simpler, easier, and more enjoyable. The software is continuously updated and improved. The accompanying information must also be able to be updated immediately. Key areas for improvement for Nedap were the manageability of the information, its discoverability, and the quality of the information itself.
Solution
To provide even better support to healthcare workers, Nedap has developed a support portal. Here, they can easily find the information they need to address their questions or issues. Searching is done via “tiles” (menus) and a search function.
All subjects are described in short, clear topics. These are labeled with tags for the various healthcare sectors and software modules (see above). As a result, healthcare workers see only the topics that apply to their specific situation—tailored to their needs.
Healthcare workers can also access this information directly from their applications.
In addition to task-oriented information, the newly designed content provides more explanation of the concepts behind the software and the relationships between software functions. Thanks to this additional explanation, healthcare workers can learn to use the software correctly much faster and more effectively and resolve any issues on their own.
The development of the solution
Eluxis worked with Nedap to determine what types of information users need and how that information should be structured. An information profile was created for each type of information. This provides Nedap’s authors with clear guidelines for creating the right information. We also collaborated to determine which information attributes are necessary and how authors can best utilize them.
Nedap commissioned an external party to develop the new support portal. Within this portal, information—based on the information attributes—can be automatically linked to software modules, user actions, and user groups.
Eluxis’s IDS Component Content Management System was implemented to create the information. From IDS, the current information, along with all relevant characteristics, is published directly to the support portal. There, it is automatically organized based on the information characteristics and presented in the correct structure.
Outcome
Working with information characteristics and their automatic use within the support portal gives Nedap an excellent overview of the large volume of documented topics. This enables authors to update the information much faster and more easily for new features and updates.
The functionalities of IDS—such as reusing information components and a structured, layered approach using topics and scenarios—ensure tailored information for users.
The new service portal was launched in August 2020.
See also
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