Excellent Help is Hard to Find

One of the most basic rules of user experience on the web is that developers are rarely qualified to evaluate it. As developers, we know far too much about the web in common, and intuitively grasp details that mystify people who use their days contributing to society in other ways. For this reason, it’s all too simple for us to build websites and applications that are hard to use. Good user testing during the development process can mitigate the problem, but in lots of projects, the testing budget is limited if present at all.

A person who has trouble using a website to accomplish a task will speedily grow frustrated. At best, a frustrated person will leave the site; at worst, they will complain about the knowledge to others. When our users hit a roadblock within a website or application, efficient help content is our last chance to transform a negative experience into a positive one. If content is the red headed stepchild of web progress, help content is even less popular. No one needs to create it or maintain it. When it does exist, it’s regularly hard to find, poorly written, and not terribly helpful. But done well, help content offers tremendous possible to earn customer loyalty.

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