Mrs S has a new washing machine but was struggling to understand the various programmes as well as the other buttons on the control panel to get the wash cycle that she wants for her laundry. Having done a bit of homework on the user manual prior to arriving, I felt I was well prepared to talk Mrs S through the various options that her machine could offer her - and by the end of our short teach-in, she certainly seemed more confident about it all.

In order to ensure she had some easy reference reminders, I left some post it notes stuck on the door next to her machine with the key actions highlighted, and which buttons or dials to use - but assured her that if she ran into any further difficulties she could contact GoodGym again via her referrer.