Usability Heuristic 10: Help & DocumentationYouTube↗  IA↗(long shot)
Science & Technology  18.1K views 102 likes 3 dislikes   27 Sep 2019
NNgroup 258K subscribers United States YouTube↗


Please select the problem
You must specify your email and describe the problem in detail
Describe your problem in detail if it's not obvious

Click to Play Video Click to Play Video
The tenth principle of Jakob Nielsen's 10 usability heuristics concerns help and documentation.
Jakob Nielsen's tiende usability heuristiek gaat over hulp en documentatie.
Now while we as UX designers strive to make products and services
Alhoewel wij UX designers ernaar streven om producten en diensten...
as intuitive to use as possible,
...zo intuïtief mogelijk om te gebruiken te maken,...
sometimes users will need help, as interfaces are growing increasingly complex.
...soms willen gebruikers hulp wanneer interfaces steeds complexer worden.
For example just think how many different gestures could be used in a single mobile application.
Bijvoorbeeld, denk maar eens hoeveel verschillende gebaren ('gestures') gebruikt kunnen worden in een enkele mobiele applicatie.
While help pages are still helpful,
Alhoewel hulppagina's nog steeds behulpzaam zijn,...
help and documentation can come in many different forms,
...kan hulp en documentatie op verschillende manieren gemaakt worden,...
such as app onboarding pages, walkthroughs, tooltips, popovers,
...zoals een pagina bovenop de app, walkthroughs, tooltips, popovers, ...
videos, chatbots, web chat, and so on.
...videos, chatbots, web chat, enzovoort.
When applying this principle, consider the following.
Wanneer je deze heuristiek gebruikt, denk aan het volgende.
Is it easy to search for help? Is the documentation focused on the user task?
Is het makkelijk om hulp te zoeken? Is de documentatie doelgericht op de gebruiker's taak?
Does the help documentation list concrete steps to be carried out?
Geeft de documentatie concrete stappen die uitgevoerd kunnen worden?
Let's look at some examples.
Laten we wat voorbeelden bekijken.
LeTote.com, a clothing rental company, has a Help Center
LeTote.com, een kleding uitleen bedrijf, heeft een Help Center...
where users can search their query as a question
...waar gebruikers hun vraag als vraag kunnen typen...
and suggested FAQ's populate underneath.
...en voorgestelde FAQ's staan daar direct onder.
The search results are easy to scan as they are phrased as a question,
De zoekresultaten zijn makkelijk om door te kijken, omdat ze als vraag geformuleerd zijn...
which helps users understand easily whether any of the suggested results
...wat gebruikers helpt om gemakkelijk te begrijpen of één van de suggesties hen kan helpen.
would be helpful to them. Wayfair, an online home good site, also has a Help Center.
Wayfair, een online thuis goederen website, heeft ook een Help Center.
But you'll notice its search feature isn't as easy to use,
Maar je zult zien dat zoeken een stuk minder makkelijk is, ...
because there's a 30-character limit on the search field.
...omdat er een limiet van 30 karakters is in het zoekveld.
Also the other suggested results are just pages.
Verder zijn de suggesties slechts paginanamen.
The user will have to click on one of these
De gebruiker moet op één hiervan klikken...
to understand whether their query is answered within,
...om erachter te komen of zijn vraag hier beantwoord wordt, ...
and that's increasing the interaction cost for the user.
...en dat verhoogt de interactie kosten voor de gebruiker.
Help documentation should be focused on the user's task.
Hulp documentatie moet gefocust zijn op de taak van de gebruiker.
The great way to do this is to make help contextual.
De geweldige manier om dit te doen, is hulp contextueel maken.
I.e., it's provided as the user performs a task.
Oftewel, het is gegeven zodra de gebruiker een taak doet.
Skyscanner provides contextual help in the form of a popover.
Skyscanner geeft contextuele hulp via een popover.
When the user clicks on the destination field,
Wanneer de gebruiker op het bestemmingen veld klikt,...
Skyscanner shows the user an option for search, searching by all destinations.
...dan laat Skyscanner de gebruiker een zoekoptie zien: "zoeken op alle bestemmingen".
This help is timely and focused on the user's tasks.
Deze hulp is op tijd, en is gefocust op de gebruiker's taak.
Lastly, any help documentation should list concrete steps the user should perform.
Tot slot, alle hulp documentatie moet concrete stappen geven die de gebruiker kan uitvoeren.
Asana does a nice job of interspersing screenshots on their help pages
Asana doet dit heel goed door screenshots op hun hulp pagina's te weergeven...
with visually prominent steps for the user to follow.
...met visueel uitspringende stappen die de gebruiker kan volgen.
No user likes having to read documentation,
Geen gebruiker vindt documentatie lezen leuk, ...
so where possible provide help in that timely way by thinking about
... dus waar mogelijk, geef hulp op tijd door na te denken over ...
when users might require help performing their tasks.
... wanneer gebruikers die hulp misschien nodig hebben bij het uitvoeren van hun taken.
When writing documentation ensure it's easy to search.
Wanneer je documentatie schrijft, zorg ervoor dat deze makkelijk te doorzoeken is.
Use analytics and insight from usability testing
Gebruik analyses en inzichten van usability tests ...
to ensure search performs in the way users expect.
... om ervoor te zorgen dat zoeken werkt hoe de gebruiker het verwacht.
Lastly, ensure your documentation has scannable steps,
Tot slot, zorg dat je documentatie scanbare stappen heeft, ...
and don't overload your users with unnecessary information.
... en overbelast je gebruiker vooral niet met onnodige informatie.
Similar videos:

Usability Heuristic 3: User Control & Freedom
NNgroup
65.7K views 357 likes 2 dislikes 23 Aug 201944% match

Usability Heuristic 9: Help Users Recognize, Diagnose and Recover from Errors
NNgroup
18.2K views 105 likes 1 dislikes 27 Sep 201938% match

5-Second Usability Test
NNgroup
16.6K views 160 likes 2 dislikes 20 Apr 201838% match

Usability Heuristic 1: Visibility of System Status
NNgroup
40.5K views 287 likes 1 dislikes 26 Jul 201936% match

Usability Heuristic 7: Flexibility and Efficiency of Use
NNgroup
58.4K views 325 likes 8 dislikes 16 Aug 201936% match

Heuristic Evaluation of User Interfaces
NNgroup
17.7K views 196 likes 4 dislikes 04 Oct 201934% match

Usability Heuristic 4: Consistency and Standards
NNgroup
26.5K views 132 likes 2 dislikes 06 Sep 201934% match

Usability Heuristic 5: Error Prevention
NNgroup
19.9K views 136 likes 2 dislikes 13 Sep 201934% match

Usability Heuristic 2: Match Between the System and the Real World
NNgroup
28.1K views 179 likes 4 dislikes 09 Aug 201932% match

The Availability Heuristic
NNgroup
12.5K views 116 likes 8 dislikes 06 Jul 201831% match

UX Must Revolutionize Education
NNgroup
2.4K views 57 likes 2 dislikes 04 Sep 202031% match

Usability Heuristic 8: Aesthetic and Minimalist Design
NNgroup
22.7K views 129 likes 4 dislikes 20 Sep 201930% match

How To Setup a Mobile Usability Test
NNgroup
9.5K views 84 likes 4 dislikes 16 Nov 201829% match

Don't Listen to the Customers
NNgroup
8.6K views 248 likes 5 dislikes 17 Jan 202029% match

Usability Heuristic 6: Recognition vs. Recall in User Interfaces
NNgroup
24.2K views 177 likes 8 dislikes 03 May 201928% match

UX Practitioners Adjusting to Post-Pandemic World
NNgroup
2.7K views 59 likes 1 dislikes 28 Aug 202028% match

UX Without Users isn't UX
NNgroup
7.4K views 152 likes 2 dislikes 06 Oct 201727% match

Improving the User Experience of Medical Devices
NNgroup
2K views 29 likes 0 dislikes 24 Jul 202027% match

User Interface Design Fails
NNgroup
7.5K views 160 likes 1 dislikes 09 Oct 202027% match

Data Visualizations for Dashboards
NNgroup
2.7K views 90 likes 2 dislikes 11 Dec 202026% match

Virtual Reality and User Experience
NNgroup
3.1K views 104 likes 0 dislikes 25 Sep 202026% match

Design Thinking & Agile
NNgroup
9.8K views 114 likes 6 dislikes 27 Sep 201926% match

User Testing Facilitation Techniques
NNgroup
10.3K views 193 likes 2 dislikes 06 Apr 201826% match

Gamification in the User Experience
NNgroup
11.3K views 208 likes 10 dislikes 18 Jan 201926% match

Is A/B Testing Faster than Usability Testing at Getting Results?
NNgroup
1.9K views 71 likes 0 dislikes 12 Feb 202125% match

Formative vs. Summative Usability Evaluation
NNgroup
15.1K views 152 likes 5 dislikes 04 Jan 201925% match

How to Test Visual Design
NNgroup
18.5K views 226 likes 1 dislikes 09 Nov 201825% match

Learnability vs Efficiency in User Interface Design
NNgroup
4.7K views 143 likes 1 dislikes 07 Aug 202025% match

Tips for Motivating Stakeholders to Participate in User Research
NNgroup
1.7K views 38 likes 0 dislikes 12 Mar 202125% match

UX Research Cheat Sheet
NNgroup
11.4K views 270 likes 2 dislikes 10 Jan 202024% match


Settings Privacy About Contact Donate