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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.