Documentation Usability Techniques
Chauncey E. Wilson
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
1
 Documentation Usability Techniques
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
2
 Documentation Usability Techniques
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
3
 Documentation Usability Techniques
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
4
 Documentation Usability Techniques
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
5
 Documentation Usability Techniques
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
6
 Documentation Usability Techniques
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
7
 Documentation Usability Techniques
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
8
 Documentation Usability Techniques
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
9
 Documentation Usability Techniques
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
10
 Documentation Usability Techniques
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
11
 Documentation Usability Techniques
Method
Read and Locate Test
Laboratory Testing
Summary Test
Usability Edit
User Interface Inspections
Diaries of Documentation Usage
Audio Diaries
Pop-up Web Surveys
Logging of Online Help Usage
Mark Up of Documentation
Chauncey E. Wilson
Chauncey E. Wilson
Chaunsee@aol.com
October 30, 1999
Focus
General sense of ease of
navigation and organization of
information
Use to verify unique features of
all types of Online Help. If
performance isn’t an issue,
participants are generally ask to
“think aloud”
Use to see if users grasp key
concepts (e.g., security)
Detailed edit of instructions.
User is asked to read through text
and mark up things that are hard
to understand, wordy,
inconsistent, etc.
Formal inspection of document
with focus on usability,
readability, and consistency
issues. A common UI design
technique.
Users keep a diary of their
experience with the
documentation (and product).
Use audio computers found on
most computers to create an
audio diary.
A window pops up once for each
user asking if the user will fill
out a short survey. If the person
says, “Yes”, the survey appears.
A user only gets one instance of
this.
Wire up some customers so that
their use of Help is logged.
Have them send longs back once
a week.
Ask users to mark up the hard
copy with comments and send it
WilDesign Consulting
Notes
Need a fairly large sample and must
spend time on representative questions.
Finding participants is the biggest issue.
Can be used for performance testing (how
fast, how many errors)
Users read a section of documentation and
reflect back what they think it means.
Scoring may not be easy.
Useful for procedural help to see if
language is clear, anything is missing,
terminology is consistent
Catches many details. Should have writers
from different groups in on the inspection
to improve consistency. Requires some
minimal training. Should not be the only
method used.
Requires dedicated users.
Need a microphone. Users can email their
audio file to you. Easy to turn on and off.
Can be used for surveys and diaries.
See www.surveysite.com for an example.
Security issues. Must develop or
purchase logging software that will log all
forms of help usage and point to the topic
of interest.
Requires some dedication and some mark-
up training..
12
Chauncey E. Wilson WilDesign Consulting 13