User-Focused Content: A Case Study In her second year at Acme Community College, Maribel began looking at four-year universities. She found a school in southern California that looked like a good fit. So Maribel scheduled a tour of the campus, purchased a flight into the Orange County airport, and rented a car with Speedy Car Rental. When her flight landed, Maribel pulled up the rental confirmation on her phone and followed the instructions to "Ground Transportation. At Ground Transportation, she saw a sign for Rental Cars Rental Cars with an arrow pointing to the left and for Shuttles" pointing to the right (figure 6). The sign was clear. The only prob- lem was that Speedy Car Rental was not listed. She checked her email from Speedy Shuttles again but found no further instructions. After asking at the Cheap-O-Cars counter, Maribel Cheap-O-Cars Protect John's Auto Price Pincher dragged her suitcase back to the Shuttles location and asked for help again. "Excuse me, where do I catch the shuttle to Speedy Car Rental?" The attendant pointed to a florescent pink sign that read, "Shuttles every fifteen minutes." Maribel waited for thirty minutes. Shuttles came and went, but none for Speedy Car Rental. Then she noticed a bulletin board with several papers pinned to it. One torn sheet of white paper announced that Speedy Car Rental has arranged to partner with Holiday Hotel shuttle. After trav- elling all day and searching all over for simple information, Maribel was fuming. Right on schedule, the Holiday Hotel shuttle arrived. But, as she lugged her suitcase up the steps of the bus, she couldn't help wondering what else could go wrong. How many instances of technical communication can you identify in this scenario? Which failed the user? Why? What human factors in this scenario affected how information was communicated and received? What environmental conditions contributed to these failed modes of communication? What could have been done to make these technical documents more user-friendly