Help and Documentation
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Help and Documentation

Video tutorial

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Assist users with easy interaction. So, make sure that all guidance information is easy to search, focused on the user's needs, provides steps to be carried out & isn't too long.

Tips:

  • Make sure that help documentation is easy toΒ search.
  • Whenever possible, present documentation right at the moment when users require it.
  • List all the steps to be carried out.

Each item has a relevant description & examples.

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Users can skip or start onboarding from the beginning
High
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Before performing potentially dangerous actions (e.x. deleting files), the website asks for user confirmation and explains the consequences of deletion (for non-recoverable data)
High
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Users can resume work where they have left off after receiving help and come back to help page if necessary (e.x. help page opens in a new tab)
Middle
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Instructions, hints, help blocks should be visually seen
Middle
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New users receive help, while instructions and features are presented gradually (e.x. advanced features are not displayed by default)
Middle
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The FAQ page should be user-friendly: divided into categories, searchable
Middle
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In case users can't find the answer to their question, an option to ask a new question should be available (or there should be hotline contacts, email, etc.)
Middle
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Important explanations remain displayed on the screen as long as the user needs them. The user shouldn't write down explanations anywhere
Low
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There is a live chat on every page of the site or application
Low