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In other very exciting news, I've been featured in Galen Moore's Mass High Tech article New England software experts put UI/UX specialists on a pedestal.
The idea behind it is simple: put all the content – text, pdf, audio and video – about a product on one page and make it easily filterable by a customer so they can immediately find the answer to their question. If it wasn't there, we provided a loop with Get Satisfaction where customers can then ask the question. The loop is completed when question is answered in the Living Manual.