Help Documentation

Help Center Structure

• Search is the primary navigation. Make it prominent and effective.
• Categories: 5-8 top-level categories matching user mental models.
• Popular articles: Surface the top 5-10 most viewed.
• Contact: Always accessible. Don't hide human support behind articles.

Article Writing

• Task-oriented titles: "How to reset your password" not "Password Management."
• Step-by-step with screenshots.
• One task per article.
• "Was this helpful?" feedback at the bottom.
• Related articles at the end.

In-App Help

• Contextual help icon (?) near complex features.
• Tooltips for field-level guidance.
• Guided tours for new features (not on every login).
• Chatbot or live chat for immediate help.

FAQ

• Group by topic.
• Expandable answers (accordion).
• Keep answers brief (3-4 sentences max).
• Link to detailed articles for complex topics.