End-User Documentation¶
End-user documentation helps non-technical users accomplish tasks with your software. Unlike developer docs, it focuses on goals rather than implementation.
Understanding End Users¶
User Characteristics¶
End users typically:
- Have varying technical skill levels
- Want to complete tasks, not learn systems
- May not read documentation linearly
- Often search for specific answers
- Get frustrated by jargon and complexity
User Goals¶
Users come to documentation to:
- Learn how to do something
- Troubleshoot a problem
- Understand a feature
- Complete a specific task
Types of End-User Documentation¶
Getting Started Guides¶
First-time user experience:
# Getting Started
Welcome! This guide helps you set up your account and start using [Product].
## Step 1: Create Your Account
1. Go to [product.com/signup](https://product.com/signup)
2. Enter your email address
3. Choose a password
4. Click **Create Account**
You'll receive a confirmation email within a few minutes.
## Step 2: Complete Your Profile
After confirming your email:
1. Click **Complete Profile**
2. Add your name and photo
3. Select your preferences
4. Click **Save**
## Step 3: Create Your First Project
Now you're ready to create a project...
How-To Guides¶
Task-focused instructions:
# How to Export Your Data
Export your data as CSV, Excel, or PDF files.
## Export as CSV
1. Open the project you want to export
2. Click **File** > **Export**
3. Select **CSV** from the format dropdown
4. Choose which data to include
5. Click **Export**
Your file downloads automatically.
## Export as Excel
Follow the same steps, but select **Excel** in step 3.
Note: Excel exports preserve formatting and formulas.
Feature Documentation¶
Explain what features do:
# Dashboard Overview
Your dashboard shows key information at a glance.
## Dashboard Sections
### Activity Feed
Shows recent changes to your projects. Click any item to see details.
### Quick Stats
Displays your key metrics for the current week.
### Upcoming Tasks
Lists tasks due in the next 7 days. Click **View All** to see your full task list.
## Customizing Your Dashboard
Rearrange dashboard sections by dragging them to new positions.
Click the gear icon to add or remove sections.
Troubleshooting Guides¶
Help users solve problems:
# Troubleshooting Login Issues
## "Invalid password" error
**Try these steps:**
1. Check that Caps Lock is off
2. Try resetting your password
3. Clear your browser cache
## "Account locked" message
Your account locks after 5 failed login attempts.
**To unlock:**
1. Wait 15 minutes, then try again, or
2. Click **Forgot Password** to reset immediately
## Can't receive password reset email
- Check your spam folder
- Verify you're using the correct email
- Contact support if the email doesn't arrive within 10 minutes
Writing for End Users¶
Use Simple Language¶
| Technical | User-Friendly |
|---|---|
| Authenticate | Sign in |
| Initialize | Set up |
| Configure parameters | Change settings |
| Execute the process | Run |
| Terminate | Stop or Close |
Write Task-Based Content¶
Structure around what users want to do:
# Managing Your Team
## Add a team member
1. Go to **Settings** > **Team**
2. Click **Add Member**
3. Enter their email address
4. Choose their role
5. Click **Send Invite**
## Change someone's role
1. Go to **Settings** > **Team**
2. Find the team member
3. Click their current role
4. Select the new role
## Remove a team member
1. Go to **Settings** > **Team**
2. Find the team member
3. Click **Remove**
4. Confirm removal
Include Visual Aids¶
Screenshots and diagrams help users:
- Show the interface they'll see
- Highlight buttons and fields
- Illustrate complex workflows
- Confirm they're in the right place
Provide Context¶
Help users understand why:
## Enable Two-Factor Authentication
Two-factor authentication adds an extra layer of security to your account.
Even if someone learns your password, they can't access your account
without your phone.
**To enable:**
1. Go to **Settings** > **Security**
2. Click **Enable 2FA**
3. Scan the QR code with your authenticator app
4. Enter the 6-digit code
5. Save your backup codes somewhere safe
Information Architecture¶
Organize by User Goals¶
docs/
├── getting-started/
│ ├── create-account.md
│ ├── first-project.md
│ └── invite-team.md
├── projects/
│ ├── create-project.md
│ ├── manage-tasks.md
│ └── share-project.md
├── account/
│ ├── profile-settings.md
│ ├── security.md
│ └── billing.md
└── troubleshooting/
├── login-issues.md
├── sync-problems.md
└── contact-support.md
Enable Multiple Entry Points¶
Users find content through:
- Search
- Navigation menus
- In-app help links
- Search engines
- Support referrals
Help Systems¶
Contextual Help¶
Provide help where users need it:
- Tooltips on complex fields
- Inline explanations
- "Learn more" links
- Help panels in the UI
In-App Documentation¶
Integrate docs into your product:
- Onboarding tours
- Feature announcements
- Empty state guidance
- Error message help
Maintaining User Documentation¶
Keep Content Current¶
- Update screenshots when UI changes
- Revise procedures after feature updates
- Archive content for deprecated features
- Test procedures regularly
Gather Feedback¶
- Track which articles get views
- Monitor search queries
- Collect user ratings
- Review support tickets
Summary¶
Effective end-user documentation:
- Focuses on tasks, not features
- Uses simple, clear language
- Provides visual guidance
- Organizes around user goals
- Integrates with the product
Good user documentation reduces support load and helps users succeed with your product.