Help
Definition
In the context of content strategy and user experience (UX), Help encompasses the resources and tools designed to assist users in navigating and utilizing a product effectively. It typically includes documentation, FAQs, tutorials, customer support, and contextual assistance within the interface itself. Providing help is crucial to enhancing user satisfaction and ensuring that users can successfully accomplish their goals.
Help content should be easily accessible, relevant, and tailored to meet the needs of various user types. By anticipating user questions and challenges, a well-structured help system can minimize frustration and reduce the need for direct support interactions. This proactive approach not only empowers users but also contributes to overall product usability.
Effective help content not only addresses common queries but also guides users through complex tasks. It should be regularly updated based on user feedback and analytics to ensure its relevance. Additionally, help resources should be designed to integrate seamlessly into the user journey, allowing users to find assistance without disrupting their workflow.
Expanded Definition
The concept of help in UX has evolved alongside technology and user expectations. Historically, help resources were often static documents or manuals, which could be cumbersome and difficult to navigate. With the rise of digital platforms, help has transformed into dynamic, interactive content that can be easily updated and tailored to specific user needs.
Moreover, the integration of help features within user interfaces—such as tooltips, chatbots, and guided tours—has become increasingly popular. These innovations not only provide immediate assistance but also enhance user engagement by creating a more intuitive and responsive experience. Understanding how to effectively design and implement help systems is essential for UX professionals aiming to create user-centric products.
Key Activities
Conducting user research to identify common questions and challenges.
Creating and maintaining help documentation, FAQs, and tutorials.
Implementing contextual help features within the product interface.
Analyzing user feedback and usage data to improve help resources.
Training customer support teams to ensure consistent messaging across help channels.
Benefits
Increased user satisfaction and reduced frustration.
Empowered users who can independently resolve issues.
Lower customer support costs due to fewer inquiries.
Improved product usability and adoption rates.
Enhanced user engagement through accessible and relevant help resources.
Example
A well-known example of effective help content is the Help Center provided by Google. It includes a comprehensive collection of articles, tutorials, and FAQs that cover a wide range of topics for various products. Additionally, Google incorporates contextual help features, such as tooltips within its applications, allowing users to receive guidance without leaving their current tasks.
Use Cases
Onboarding new users to familiarize them with a product.
Providing troubleshooting resources for common technical issues.
Offering tutorials for advanced features to enhance user skills.
Creating an interactive help chatbot to assist users in real-time.
Designing help content for accessibility to support diverse user needs.
Challenges & Limitations
Keeping help content up-to-date and relevant can be resource-intensive.
Overloading users with too much help information can lead to confusion.
Ensuring accessibility and usability for users with varying abilities.
Measuring the effectiveness of help content and user satisfaction can be challenging.
Tools & Methods
Content management systems (CMS) for organizing help documentation.
User feedback tools for gathering insights on help effectiveness.
Analytic tools to monitor user engagement with help resources.
Prototyping tools to design and test help features.
Chatbot platforms for implementing interactive help solutions.
How to Cite "Help" - APA, MLA, and Chicago Citation Formats
UX Glossary. (2026, February 13, 2026). Help. UX Glossary. https://www.uxglossary.com/glossary/help
Note: Access date is automatically set to today. Update if needed when using the citation.