“I Would Just Ask Someone”: Learning Feature-Rich Design Software in the Modern Workplace

Design professionals increasingly need to learn and use multiple feature-rich software to design complex artifacts in a variety of domains. In this work, we aimed to understand how design professionals learn new software features and seek help in today’s modern workplace of interconnected spaces and increased access to shared online learning resources. We conducted 20 interviews with design professionals working in different disciplines such as architecture and planning, construction, structural design, and broadcast media, who used complex feature-rich applications on a daily basis. We found that despite the wide availability of learning resources on the web and decades of research dedicated to workplace knowledge management tools, design professionals still rely heavily on interpersonal help-seeking. Furthermore, while companies have devised a variety of technological channels to answer employees’ help requests, such intermediate tools were often abandoned, and help-seeking conversations shifted to face-to-face learning episodes. Our findings point to design opportunities and shortcomings in the design of remote communication tools when seeking help for feature-rich software applications.