What Makes Good End-User Guidance? [Checklist] 

End-user documentation or guidance, is a set of resources and instructional materials designed to help users effectively understand, navigate and utilise a particular product, system or software. It serves as a bridge between the technology and its users, providing them with the knowledge and tools they need to perform tasks, solve problems and achieve their objectives efficiently. 

Why is user guidance important? 

When introducing a new process or technology in your organisation, well-crafted and carefully planned user guidance is a crucial component of an effective change management strategy. It is essential for ensuring that users can successfully adopt and utilise new systems, tools or processes. 

High-quality guidance not only boosts user satisfaction but also lessens the demands on IT support, increases productivity and helps realise the desired ROI from technology investments. 

End-user guidance should be clear, relevant, accessible and user-centered. It supports users at every step of their journey, from initial learning to advanced usage, and adapts to their evolving needs. 

Our Effective User Guidance Check List is a valuable tool when creating or reviewing user guidance materials.  It ensures user guidance is thorough, effective and user-friendly, enhancing the quality of the content and streamlining the review process. 

Elements of Effective User Guidance 

Effective end-user guidance has these three factors: clarity, accessibility and relevance.  By keeping these elements in mind and offering users the support they need in an engaging and understandable way, you can enable users to easily navigate and make the most of new technologies, leading to successful adoption and a great user experience journey. 

CLARITY
☐	Clear Language	Use concise and plain language to convey instructions and information, to minimise confusion
☐	Step-by-Step Instructions	Break down complex processes into step-by-step instructions, to reduce the potential for errors
☐	Visual aids and examples	Include screenshots, diagrams, and examples that are easy to follow, to enhance understanding. Links to videos can also be included in online resources
☐	Consistent Formatting	Keep the formatting, such as fonts and layouts consistent, helping your users locate information quickly
☐	FAQs and Troubleshooting Tips	Provide FAQs, quick facts, or tips & tricks, to proactively encourage user self-sufficiency

ACCESSIBILITY & EASE OF USE
☐	Multiple Formats	Have guidance available in multiple formats, such as written documents, videos, and interactive tutorials, to cater for different learning proficiencies and enhance inclusivity
☐	Multilingual Support	If necessary, provide guidance in multiple languages, and tools such as Microsoft Immersive Reader, making content more accessible to all ages and abilities
☐	Accessible design and adaptations	Wherever possible utilise image alt-text to enable screen readers to convey the relevant information to the users. Make large format options available and ensure your colour scheme uses suitable levels of contrast between text and backgrounds
☐	Searchable Knowledge Base	Create a searchable knowledge base or documentation libraries/stores, so your users can find specific topics and keywords quickly
☐	Mobile-Friendly Resources	Ensure guidance materials are accessible on various mobile devices, providing access to guidance while on the go

RELEVANCE
☐	Contextual Guidance	Provide guidance within the context of the users desired outcome, as it’s more likely to be relevant and immediately applicable to your users’ needs
☐	Customised Guidance	Enable your users to customise their guidance preferences, to ensure its tailored to their specific role or preferences
☐	Regular Updates	Keep guidance materials up to date with the latest features and changes, ensuring its current and accurate, with a clear owner assigned
☐	User Feedback	Establish channels for users to provide feedback on the guidance, to help identify areas for improvement and that it remains relevant

Empowering Users with Information 

The purpose of end-user documentation and guidance is to empower users to use a system correctly and efficiently, especially when they’re using a new technology for the first time. This not only boosts system adoption but also ensures users can make the most of the system’s potential. 

However, there’s more to change management communication than just crafting end-user guidance documents. If you’d like to learn more about communicating and managing organisational change, feel free to download our eBook, “Driving Seamless Change: The Role of Adoption and Change Management in Digital Transformation.” 

You may also contact us for queries about adoption and change management.