UserHelp

No one wants to be reading documentation

They want to be working.
If your documentation is not user-centric, directly addressing real-world needs, users lose interest and stop reading.

  • User productivity suffers

  • User engagement suffers

  • User frustration increases

  • Service tickets increase

  • Churn risk increases

  • Employee frustration increases

My name is Mimi. I've been helping organizations communicate better for 20+ years by transforming documentation into user help.

How is user help different?

Findable

Users can easily find what they are looking for

  • Mapped Information Architecture

  • Headers

  • Hyperlinks & Bookmarks

  • Metadata

Readable

Content is easy to read

  • Skimmable

  • Grouped & Sorted

  • Bullet Points w/parallel structure

  • Numbered Lists w/parallel structure

Understandable

Users easily understand what to do

  • User-journey centric

  • Consistent terminology

  • Simple, direct language

  • Media

Actionable

Content enables users to act

  • Entities are fully defined and described

  • Context is provided

  • Processes & procedures are complete

  • Link to next steps is clear

That was a quick summary

Do you have:

  • Documentation nobody uses?

  • Support content that answers the wrong questions?

  • Marketing materials that center products - not people?

  • Onboarding that doesn't meet people where they're at?

Let's talk about how I can help you.

Real world example: moving from documentation to user help

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