Usability Heuristic(guidelines) 10: Help & Documentation

This heuristic emphasizes the importance of offering users assistance when they need it. While designers strive to create intuitive interfaces, some tasks or features can be complex. That’s why clear, accessible help and documentation are essential.

Key Points:

1. Make It Easy to Find: Users should be able to quickly locate help using search bars, FAQs, or intuitive menus.
2. Task-Focused Guidance: Documentation should be clear and aligned with what users are trying to accomplish, using concrete steps and visual aids like screenshots.
3. Contextual Help: Where possible, offer help in the context of the user’s task. For example, pop-up tooltips or interactive walkthroughs that appear at relevant moments.

Example:

Sites like Asana (https://asana.com/) and Skyscanner (https://www.skyscanner.com/) provide helpful popovers or tooltips during tasks, and their help centers include searchable, scannable guides with clear, visual instructions.

Conclusion: Good help and documentation should be easy to find, focused on user tasks, and provided contextually to minimize confusion. This approach supports users when they hit a bump, improving their overall experience.