10. Help and documentation
Questions:
- Does the user need help to use the system and is it offered?
- Is the help easily searchable, focused on the user’s tasks and does it help with practical instructions?
Which areas are affected?
All online and offline questions that the application consciously or unconsciously leaves open.
What to look for?
- The user is offered help, in the best case directly in context.
- The help is user-oriented and complete.
Examples:
- Real, well maintained FAQ
- Supporthotline
- Chat with a staff member
- Tour/Tutorial
The Nielsen Norman Group offers a wealth of excellent videos on YouTube that explain all areas of UX briefly and concisely: YouTube-Channel Nielsen Norman Group.