Tips for creating a good user manual – put focus on people
At least part of the users of most digital services sometimes need user manuals. In services used by experts, manuals may be needed quite often, especially if the tasks performed with the services are complex.
The expert support of many services produced by CSC includes user manuals and, for example, the coordination work of instructions produced in cooperation with customers.
Even a small additional investment in the development of the instructions can make it easier for users. In the instructions, users can be offered the kind of support that may be difficult to implement in the user interface.
Instructions can help the user form an overall picture of the service. They make visible the processes to which the use of the service is related, as well as the relationship between the steps of the process and the functionality of the service.
A good instruction promotes learning and increases trust in the service. They help user to avoid mistakes. By developing instructions, the number of service requests from users can be reduced and support can be provided faster. High-quality instructions can be used to promote efficient and versatile use of the service. Active communication about the user manuals guides users to make use of them.
How to develop user-oriented instructions
The development of the instructions starts from knowing the user groups of the service. For each user instruction, it´s important to identify who will use it and in what situation. When available, user personas can be utilized in the instructions. You can also identify user needs with, for example, user stories and use cases.
Aim for a friendly, matter-of-fact and polite tone. Through the instructions, be like an expert and encouraging colleague to the user of the instructions. When choosing the appropriate terminology and level of detail, a good understanding of the user of the manual is useful. In the instructions, describe the entire operation: the goal, the step-by-step progress and the final result.
Keep manuals up to date by incorporating their revision into the continuous development of the service. When the service changes, promptly decide who will update the manuals and when. Ask a colleague for help in reviewing and proofreading the content.
A manual is a unique type of text
A manual is not typically read attentively from start to finish. The user’s attention is divided between the service, the manual, and the task they are trying to complete using the service.
Manual text has evolved into its own type of text, distinct from other general texts. In manuals, it is appropriate to directly address the reader, use numbered steps in chronological order, short sentences, and repetition of the same words. All of this aims for easy skimming, unambiguity, and clarity regarding what the user needs to do.
Testing the manual with target users
You can test the manual with users, for instance, during interface testing. The testing can be conducted similarly to usability testing, allowing you to observe when the user refers to the manual.
The user can also test the manual independently. In this case, a detailed reporting form is useful for gathering sufficient information about the effectiveness of the instructions. Very general feedback is difficult to use for improving the instructions.
5 Tips for developing user manuals
- Start with the user’s needs: What does the user need to do, and what are they trying to achieve?
- Directly address the user: For example, “Go to the page…” It is important for the user to know what they need to do themselves and what will be done by someone else. Write short sentences. Structure the manual step by step, and number the steps. Also, explain the purpose and the outcome of the action.
- Check the accuracy of the instructions by testing them against the user interface and reviewing the text itself for language correctness.
- Help users find the instructions: Include a brief description of the manual’s content at the beginning. Actively communicate about the availability and updates of the instructions. Mention during the release of new functionality that the change has been added to the instructions. Link to the instructions when responding to customer service inquiries and when conducting training or demos of the service.
- Questions from users are good prompts for improving instructions. When answering questions, check if the instructions need to be updated. Integrate the updating of instructions as part of the service development.
Writer
Henna Paananen
Henna Paananen works at CSC as a coordinator and an expert in inclusion.