Product support is defined as everything needed to support the continued use of a product. Advanced product support takes various forms, ranging from interactive technical manuals (IETMs) to intelligent product manuals (IPMs) and electronic performance support systems (EPSSs). Efficient support involves answering to users’ queries by providing accurate and user-tailored information. Each user query can be represented as a problem, using approaches from problem solving research. The diversity of the problems posed to the system should be an essential consideration throughout its design. This paper supports the view that a structured problem solving approach can be used throughout the development of a product support system.