Doing a Walkthrough

Case:
You work for a company that sells scanners. One customer calls to
complain that he doesn’t know how to set up his computer. You need to
talk the customer through the setup process.

Some tips to keep in mind:

• You are on the phone. Give extra detail!

• Take tiny steps. Avoid combining steps.

• Confirm completion of each step.

• Patience is key!

Examples for explaining specific steps in a walkthrough:

Let me know when you’re ready.

First, make sure it’s plugged in and you can see the orange indicator light.

Before you turn it on you’ll need to install the wizard on your computer.

To get the application, go to ….com/downloads and choose the one that

matches your model number.

Ok, now that you’ve got that installed, push the large button on the left
and wait until you see the light turn green.

If you don’t see that, you probably need to restart your computer. That
usually works.

If the ‘scan’ button on the bottom right is clickable, that means everything
is set up correctly.

Make sure before scanning anything that you configure the quality
settings.

Questions to confirm steps:

• Are you ready for the next step?

• Do you see the row of three buttons along the front?

• Have you already installed the scanner tool?

• You should see an icon appear in your device's settings. Do you see
that?

• Can you see the icon? Ok. Do you see ‘preferences’? Good. Click on
that.