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.