Helping Users Get Help
Sometimes users come to complete a task or find information, but the website isn’t meeting their expectations.
When people reach help or support content it’s either a surprise to them (error page) or it’s their last attempt to get what they need (FAQ, support pages, etc.).
I'm stuck. How do I get to the next step?
We often need to provide instructions and reminders to help orient visitors to the plethora of applications in our large, complex web system.
Most of the time, these users are not visiting our site to read these instructions—it’s just a step that’s getting in the way of the real task they’ve come to do.
Something went wrong...
Sometimes users will come across error pages. We all know this is a frustrating experience.
The key to error pages is to describe in plain language what's happening and give the user a way to report the issue or a tangible suggestion for resolving the issue.