{"id":28466,"date":"2022-08-23T09:28:55","date_gmt":"2022-08-23T09:28:55","guid":{"rendered":"https:\/\/uxwritinghub.com\/?p=28466"},"modified":"2022-08-24T13:19:52","modified_gmt":"2022-08-24T13:19:52","slug":"the-ux-of-product-education","status":"publish","type":"post","link":"https:\/\/uxwritinghub.com\/the-ux-of-product-education\/","title":{"rendered":"The UX of Product Education"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"28466\" class=\"elementor elementor-28466\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6986d5b2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6986d5b2\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3dcdd420\" data-id=\"3dcdd420\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-64381a7 elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"64381a7\" data-element_type=\"widget\" data-settings=\"{&quot;exclude_headings_by_selector&quot;:[],&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;marker_view&quot;:&quot;numbers&quot;,&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t<h4 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of Contents\t\t\t<\/h4>\n\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/div>\n\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-96c046a elementor-widget elementor-widget-text-editor\" data-id=\"96c046a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h2>Help, please<\/h2><p>I&#8217;ve been spending a lot of time lately thinking about help.\u00a0<\/p><p>Help, within the context of a digital product experience,\u00a0is the act of building in methods\u00a0for users to access additional information that isn&#8217;t included or apparent within the main interface of that product. It happens when users hit a roadblock when using a product and require further assistance.\u00a0<\/p><p><strong>Help tools<\/strong> do a lot of the heavy lifting for product education, which is the methodology for making sure the user knows their way around a digital product. The more complex the software or subject matter, the more help the user is likely going to need.\u00a0<\/p><p>However, when overutilized, underutilized, or misused, these tools have the potential to destroy the entire user experience. As\u00a0<a href=\"https:\/\/uxwritinghub.com\/what-is-ux-writing\/\" target=\"_blank\" rel=\"noopener\">UX writers<\/a>, <a href=\"https:\/\/uxwritinghub.com\/ux-writing-vs-content-design\/\" target=\"_blank\" rel=\"noopener\">content designers<\/a>, or even <a href=\"https:\/\/uxwritinghub.com\/what-is-technical-writing\/\" target=\"_blank\" rel=\"noopener\">technical writers<\/a>, we need to put on our information architecture hats in order to craft an experience that works effectively.<\/p><p>Without any data to back this, I would guess that one of the main reasons users abandon a digital product or experience is because they are straight-up confused. If a user or customer is engaging with your product to accomplish a goal and they are unable to navigate through your product without asking for help, that&#8217;s a huge red flag.\u00a0<\/p><p>As UX writers and content designers, it&#8217;s up to us to make sure users find answers to their questions as they arise. Or, even better, to design experiences that not only anticipate those questions but eliminate any reason they&#8217;d need to ask them to begin with.\u00a0<\/p><h2>Levels of product education<\/h2><p>Wouldn&#8217;t it be great if users could just read our minds and stay on the happy path forever? Let&#8217;s all take a moment to laugh, then cry, because you and I both know that that&#8217;s just not reality! The further a user needs to go down the rabbit hole of help, the worse you&#8217;re doing as a UX professional. Working as a content designer at H&amp;R Block, I deal with tax software, so this is a tricky one because people are ALWAYS going to have questions. But the general rule of thumb remains\u2014if they have to Google it, you&#8217;ve failed them.\u00a0<\/p><p>Here&#8217;s a text-adventure version of a journey map: A user wants to accomplish a goal but is unsure what to do next. They first look at\u00a0<b>the screen<\/b>\u00a0they&#8217;re on for evidence of an easy solution. They may look at some\u00a0<b>contextual help<\/b>\u00a0on the screen if they are still confused. If they don&#8217;t find the answers within the contextual help, they may navigate to a\u00a0<b>help center or FAQ section<\/b>\u00a0on the website or app containing long-form copy info. If they&#8217;re still unsatisfied, they may either\u00a0<b>Google\u00a0<\/b>their question or utilize\u00a0<b>customer support<\/b>\u00a0via internal chat, phone call, or contact form\u2013sometimes both, in either order.\u00a0<\/p><h2>Level 1: The screen itself<\/h2><div>\u00a0<\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5075cbc elementor-widget elementor-widget-image\" data-id=\"5075cbc\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img width=\"800\" height=\"354\" src=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/coffee-cup-1024x453.png\" class=\"attachment-large size-large wp-image-28469\" alt=\"Screenshot of Beaver Builder WordPress Page Builder Plugin\" srcset=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/coffee-cup-1024x453.png 1024w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/coffee-cup-300x133.png 300w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/coffee-cup-768x340.png 768w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/coffee-cup-1536x679.png 1536w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/coffee-cup-400x177.png 400w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/coffee-cup-150x66.png 150w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/coffee-cup.png 1744w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f0aeb3 elementor-widget elementor-widget-text-editor\" data-id=\"1f0aeb3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h4 style=\"color: #7a7a7a;\"><i style=\"color: var( --e-global-color-text ); font-weight: var( --e-global-typography-text-font-weight ); font-size: 20px;\">Source: Beaver Builder WordPress Page Builder Plugin<\/i><\/h4><p>The first method of addressing a user&#8217;s potential questions or confusion is by modifying the product&#8217;s design, layout, copy, and flow itself. If you have a flood of tooltips on a screen or in a flow, it may mean that you need to reconsider some things in your flow or your copy to make sure a user knows how to navigate your product.\u00a0<\/p><p>An intuitive interface inspires confidence in the user, and a confident user often becomes an advocate of your brand and product.\u00a0<\/p><p>(Note that for consistency&#8217;s sake, I&#8217;m using the same product, Beaver Builder, in my example images.)<\/p><h2>Level 2: Contextual help<\/h2>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5dfab5c elementor-widget elementor-widget-image\" data-id=\"5dfab5c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img width=\"800\" height=\"230\" src=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/BW.png\" class=\"attachment-large size-large wp-image-28474\" alt=\"Screenshot of Beaver Builder showing a tooltip\" srcset=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/BW.png 840w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/BW-300x86.png 300w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/BW-768x221.png 768w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/BW-400x115.png 400w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/BW-150x43.png 150w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a227e67 elementor-widget elementor-widget-text-editor\" data-id=\"a227e67\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h4 style=\"color: #7a7a7a;\"><i style=\"color: var( --e-global-color-text ); font-weight: var( --e-global-typography-text-font-weight ); font-size: 20px;\">Source: Beaver Builder WordPress Page Builder Plugin<\/i><\/h4>\n<p>Contextual help is where you give the user access to relevant information to the task they&#8217;re trying to accomplish on a specific screen. This help can be in the form of inline instruction, a tooltip, an embedded help center, a &#8220;learn more&#8221; link, or tours. In other words, it&#8217;s not general help about the product, app, or experience, but rather specific or relevant to what they need to know on that particular screen.&nbsp;<\/p>\n<p>It&#8217;s not an easy job sometimes to walk the line between not enough contextual help and too much. If we must use contextual help, it&#8217;s vital to keep this copy short and sweet. Users should be able to understand what they need to do in as little as a few words, or at most a couple of paragraphs. But always ask yourself\u2014is it possible to avoid the need for contextual help by changing the screen design? Or perhaps we&#8217;re overusing tooltips when all that is needed is a simple inline instruction?&nbsp;<\/p>\n<h2 style=\"color: #7a7a7a;\">Level 3: Help centers or FAQs<\/h2>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d7d5df9 elementor-widget elementor-widget-image\" data-id=\"d7d5df9\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img width=\"800\" height=\"205\" src=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/beaver-1024x263.png\" class=\"attachment-large size-large wp-image-28478\" alt=\"Screenshot of Beaver Builder&#039;s homepage\" srcset=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/beaver-1024x263.png 1024w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/beaver-300x77.png 300w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/beaver-768x198.png 768w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/beaver-400x103.png 400w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/beaver-150x39.png 150w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/beaver.png 1462w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4df404c elementor-widget elementor-widget-text-editor\" data-id=\"4df404c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h3 style=\"color: #7a7a7a;\"><i style=\"color: var( --e-global-color-text ); font-weight: var( --e-global-typography-text-font-weight ); font-size: 20px;\">Source: Beaver Builder WordPress Page Builder Plugin<\/i><\/h3><p>A help center is the interactive portion of a website or app that allows users to search for a long-form article on a particular subject. The long-form help section is sometimes necessary but beware of help articles being used as a band-aid to hide a dysfunctional interface. If we require users to read help articles to have the clarity they need to complete a simple task, we&#8217;ve usually failed them.\u00a0\u00a0<\/p><h2 style=\"color: #7a7a7a;\">Level 4: Google or customer support<\/h2>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-beb07d5 elementor-widget elementor-widget-image\" data-id=\"beb07d5\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img width=\"703\" height=\"625\" src=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/google.png\" class=\"attachment-medium_large size-medium_large wp-image-28482\" alt=\"Google search results for &quot;beaver builder how&quot;\" srcset=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/google.png 703w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/google-300x267.png 300w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/google-400x356.png 400w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/08\/google-150x133.png 150w\" sizes=\"(max-width: 703px) 100vw, 703px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-656b79dd elementor-widget elementor-widget-text-editor\" data-id=\"656b79dd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h4><i style=\"color: var( --e-global-color-text ); font-weight: var( --e-global-typography-text-font-weight ); font-size: 20px;\">Source: Google<\/i><\/h4><p><span style=\"font-weight: 400;\">I put these at the same level because, either way, your user must search for the solution rather than easily find it within the context of the application. If they&#8217;re reaching out via a support system (live help, phone, ticketing system, etc.), there are a few things that suffer.\u00a0<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>A strain on company resources <\/b><span style=\"font-weight: 400;\"><br \/><\/span><span style=\"font-weight: 400;\">Operating a help system takes staff, and staff costs money.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Coming in hot <\/b><b><br \/><\/b><span style=\"font-weight: 400;\">The user may already be upset or angry, which could lead to a negative overall product experience.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Mistrust <\/b><b><br \/><\/b><span style=\"font-weight: 400;\">If the user is googling their question, they are likely landing somewhere off-site and may find a solution to their problem elsewhere. It brings distrust to your brand and doesn&#8217;t help your company&#8217;s ability to be an authority in the space.\u00a0<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">Sometimes we can use methods like <\/span><a href=\"https:\/\/uxwritinghub.com\/leveraging-conversation-mining-for-ux-writing-research\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">conversation mining<\/span><\/a><span style=\"font-weight: 400;\"> to pinpoint common questions users have about a product. These are opportunities to improve the UX all the way down at the screen level, potentially eliminating the need for users to ask for help. You&#8217;ll be a hero for bringing quantifiable value to the table!<\/span><\/p><h2><span style=\"font-weight: 400;\">A note on accessibility<\/span><\/h2><p><span style=\"font-weight: 400;\">Not everyone is capable of or comfortable with reaching out directly if they need help. Some users have physical or cognitive disabilities that prevent them from communicating via specific channels. You have the ability to make it so they don&#8217;t have to.\u00a0<\/span><\/p><h2>Further reading<\/h2><ul><li><a href=\"https:\/\/uxwritinghub.com\/catapult-your-ux-writing-career\/\">Catapult Your UX Writing Career in 6 Steps<\/a><\/li><li><a href=\"https:\/\/uxwritinghub.com\/linkedin-profile-for-a-career-in-ux-writing\/\">5 Ways To Update Your LinkedIn Profile For A Career in UX Writing<\/a><\/li><li><a href=\"https:\/\/uxwritinghub.com\/leveraging-conversation-mining-for-ux-writing-research\/\">Leveraging Conversation Mining for UX Writing Research<\/a><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>As UX writers and content designers, it&#8217;s up to us to make sure a user finds answers to their questions as they arise. Or, even better, to design an experience that not only anticipates those questions but eliminates any reason they&#8217;d need to ask it to begin with. <\/p>\n","protected":false},"author":65,"featured_media":28574,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","_eb_attr":"","content-type":"","_mi_skip_tracking":false},"categories":[59,56],"tags":[],"acf":{"descriptions":null},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The UX of Product Education -<\/title>\n<meta name=\"description\" content=\"It&#039;s up to UX writers to ensure users find answers to their questions or to design an experience eliminating any reason to ask them.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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