Development of technical video tutorials using the Triple Diamond design process model

This bachelor’s thesis is focused on product development using the Triple Diamond design process model. The developed product is primarily aimed at VŠE students and describes the steps involved in accessing VŠE VPN and NAS while also giving an overview of those technologies. The chosen media is a video with a voice-over. The theoretical part is concentrated on Human-centred design and its best practices, different frameworks and tools and particularly explores the Double and Triple Diamond design process models. Then a typology of educational video is discussed, followed by an explanation of cognitive overload, multimedia usage in video and accessibility. Finally, the theoretical part covers informational technology essential for product development. The practical part describes project development using the Triple Diamond design process model from the early stages which include research, problem definition and solution discovery to concept validation and development consisting of production and post-production. The outcome of this project is a set of 10 accessible videos about the VŠE VPN and KME NAS which proved to solve all the users’ problems discovered in this thesis. After watching the produced videos, users performed two times better on a test on the school VPN and NAS. The needed services were accessed faster than expected and the videos were sufficient for solving the few errors which occurred during the testing. The user testing participants generally agreed or strongly agreed with positive statements about the videos and described them as informative, useful, understandable, concise, engaging, and visually appealing. Finally, advice on distribution and possible topics for other manuals is provided.