The 10thusability heuristicstates:
Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user’s task, list concrete steps to be carried out, and not be too large.
网站和应用程序可以提供两种类型的帮助：主动和反应。Proactive help在用户遇到问题之前提供，以防止问题。这包括船上的教程和上下文提示。相比之下，反应帮助includes materials such as documentation, videos, or even tutorials for those situations when users have an issue and they seek out advice to address it. (Even though some users may consume such materials proactively, it is rare that they do so.)
主动帮助的目标是熟悉界面的用户。Proactive help often occurs in three scenarios:
- New users at first launch of an interface
- Novice users as they gain proficiency with an interface (this happens over time and is most relevant for complex applications)
Push and Pull Revelations: Two Types of Proactive Help
主动帮助有两种形式,推动启示s and pull revelations. The difference between these relies on whether they are individualized to the user’s context and likely to be related to the current user goal.
Pull revelations show contextual tips that are relevant to the user’s task. They could appear when the mouse is near corresponding controls or when the user has started a corresponding flow。Implementation methods include tooltips, contextual overlays, or wizards. Pull revelations are less likely to be ignored because they provide timely information to help users accomplish a task.
Guidance for Providing Proactive Help
推动启示应该很容易忽略（例如，通过解雇它们）。Push revelations stall users from accessing the core interface. Additionally, push revelations can frustrate users that are already familiar with the interface or don’t feel they need help. Anytime you present content in this way, make sure users can skip it.
Proactive help content should be accessible elsewhere.After engaging and exploring an interface on their own, some users may remember having seen a push revelation that was relevant but that they ignored at the time. This situation is common in complex-application domains. Allow these users to access proactive help content by linking to it from the application’s or site’s UI.
Reactive help is provided in response to the user encountering a problem.The goal of reactive help is to answer questions, troubleshoot user problems, or provide detailed documentation and materials for people who want to become专家用户。Reactive help comes asfrequently asked questions, technical documentation or tutorials, or training modules.
Guidance for Providing Reactive Help
Ensure reactive-help documentation is comprehensive and detailed.不包括明显的信息。如果用户正在查看您的常见问题解答，培训手册，系统文档或任何类似的东西，他们并不是为了娱乐。他们需要帮助一些东西，并且可能想要详细说明。像这样的文档不应仅提供高级概述，但该内容在页面顶部有保证。
优化搜索。When users need immediate help for a specific issue, they need a tool to find it fast. Ensure that your search capabilities are fully functional and provide relevant results.
Group help topics into relevant categories。用户可能会浏览您的文档，寻找某些类型的帮助，可以围绕体验级别或特定主题旋转。帮助用户通过对产品进行分类来确定满足其需求的内容。
Highlight top content that is frequently viewed.如果您有很多支持和帮助内容，请通过突出相关方面，帮助您的用户查找所需的内容。例如，您可能会突出流行的文章或培训模块，高manbetx官网手机登陆social proof（如强烈推荐或大部分观看）。
Help and documentation are an important element of user experience. They are often necessary, but rarely fun. In general, users don’t like to read, and they particularly don’t like to read instructions. But any kind of trouble in the interaction is also a learning opportunity for the user and thus an opportunity for the designer to impact information and grow the user’s mental model in ways that would not have happened without the impetus of this trouble. Anticipate when your users will need help and provide relevant information that will support them in accomplishing their goal. Supplement your proactive help with a documentation repository that users can refer to as needed. And remember to keep help content brief, to the point, and easy to scan.