Challenge

• Manufacturer documentation assumed prior technical literacy making it difficult for first-time users to follow independently

• Instructional complexity created confusion and increased reliance on staff intervention

• Program capacity was constrained by repeated need for in-person support

• Primary audience included older adults with limited technical confidence and high sensitivity to procedural ambiguity

Approach

• Deconstructed manufacturer instructions into discrete, sequential operational steps

• Reframed procedural content as guided interaction rather than technical documentation

• Structured information using strict visual hierarchy optimized for scanning and action-based reading

• Integrated iconography to reduce dependence on text for task recognition

Results

• Guide was distributed with every loaned laptop

• Need for in-person staff support reduced