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.
- Make sure that help documentation is easy to search.
- Whenever possible, present documentation right at the moment when users require it.
- List all the steps to be carried out.
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)
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)
New users receive help, while instructions and features are presented gradually (e.x. advanced features are not displayed by default)
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.)
Important explanations remain displayed on the screen as long as the user needs them. The user shouldn't write down explanations anywhere