A web-based self-diagnosis tool to solve print quality issues

Abstract

Print quality is an important factor for customer satisfaction. Resolving print quality issues poses special challenges for a manufacturer's support organization. We have developed a troubleshooting web site to enable customers to self-diagnose many of their print quality issues. The diagnosis is based on images of the printed test pages that contain highly accurate simulations of potential print quality defects. We discuss the development process of the website, the results of usability experiments conducted to improve the tool, the general characteristics of the web site, and the web site navigation and diagnosis process. © 2006 Society for Imaging Science and Technology.