On Monday, I spoke at the Visma Developer Days conference in Riga, Latvia, about some issues software companies have to address when migrating from developing on-premises software to Software as a Service.
One of the of the biggest changes is that the revenues are spread over the lifetime of customer – they pay on a monthly basis rather than an initial up-front payment. It becomes vital customers don’t give up on using the software after only a short while, because you won’t have earnt much income from that customer. If the software is difficult to use, and if users cannot find the answers to questions when they need them, there’s a good chance they will stop using the software, and stop paying their subscription fees.
We’re seeing a number of software companies changing their approach to providing user assistance (user documentation). More companies are thinking about it at the start of the project, so they can do a better job of delivering user documentation than they’ve done for on-premises software. They’re seeing documentation as part of the customer journey, and part of the design process.
This is welcome news, although it requires development teams to combine product design with information design. I wonder if there’ll be similar trends emerging at the next conference I’ll be attending – MadWorld 2014.