How to create a user help system for B-end products
The user help system can improve user experience, help users use product correctly, and experience various functions of product. B-end products usually require high training costs due to their specific business attributes and complexity. These costs are reflected not only in knowledge of complex business concepts and processes, but also in costs of interaction of entire system.
The ultimate goal of B-end products is to meet daily needs of users in managing work; A good B-end product should first of all be an easy-to-use management tool, and its ultimate goal is to improve work efficiency, reduce management costs, and ensure data security. Here user system plays an extremely important role, it is implementation of organizational structure and authority management in user system that guarantees management of personnel, business processes and data security of application system. Within B-end user system, different user systems need to be developed for different products to reflect different user groups targeted by each product.Help system for end users of product B
The user help system of B-end products is mainly divided into active, passive and automatic help.Proactive help
The main goal of active help is to enable users to become familiar with product as soon as possible, including technical terms related to business system, feature introduction, workflow, business information flow, etc. As system interacts with user, system guesses user intention through active assistance. There are generally two types of scripts that display active help:
- Users contact system, get to know system, and attempt to use a particular functional step in system. These situations are mainly focused on novice users in narrow sense.
- When existing users encounter new features and interfaces (repeating product features or interfaces), this situation is for all novice users in a broad sense.
The main purpose of developing passive help is to enable system to quickly respond to user problems, including three groups for novice users, intermediate users, and advanced users. There are currently three main solutions for this type of help: Help Center/Help Documentation, Customer Service, and Global Living Features.Automatic help
The main goal of automatic assistance is to improve resiliency of system by using some automated processing techniques and to minimize burden on users when making decisions. When system is enoughis smart (or developer behind it is well-rounded enough) to predict user's expectations, it can actively make suggestions and help user, and even help user perform some tasks automatically.How to create a help system for B-end users
The editor helps B-side developers create a business system suitable for their own purposes by sorting out current B-side system that is widely used and has formed a specific user view to help guide design practice. Help user system.style
Write from a formal product point of view to help users, describe same things or same action vocabulary to maintain unity while maintaining content integrity, use concise language to avoid incomplete content. Understand user's background, use appropriate professional, concise and precise words to effectively convey information and improve efficiency of user understanding.structure
The importance of layout and layout for a help center is obvious. As for product, we should quickly understand overall structure of product for users, instead of listing all features of product and explaining them one by one. I believe that a qualified online reference document should include following three parts:
This is an online tool for editing documents and sharing content. It not only provides users with an easy-to-use knowledge sorting platform, but also provides a high-quality platformto publish knowledge. The content of document will be automatically converted to website using setup. URL links can be accessed, which is convenient for customers to browse web, help them understand product, and provide a convenient experience for users. This will help creator plan ahead for display structure of help page. Users only need to edit content as needed, and content can be previewed right in view to avoid unnecessary errors. Even beginners can create a beautiful and practical help center and product manual page. A good help center/manual creation tool should be easy to use for internal employees and convenient for external clients (external help center looks good). In terms of product benefits, I have summarized following 4 points.