When an interface provides help to users, it can come in two forms: proactive help and reactive help.

Two Types of Interface Help

It's best when a system can be used without help and documentation. However, sometimes help is necessary. Any such information should be easy to search, focused on the user’s task, list concrete steps to be carried out, and not be too lengthy.

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- Visibility of system status
- Match between system and the real world
- User control and freedom
- Consistency and standards
- Error prevention
- Recognition rather than recall
- Flexibility and efficiency of use
- Aesthetic and minimalist design
- Help users recognize, diagnose, and recover from errors
- Help and documentation


10 Usability Heuristics

https://www.nngroup.com/articles/help-and-documentation/

Help and Documentation: The 10th Usability Heuristic

Designs should always keep users informed about what's going on with appropriate feedback within a reasonable amount of time. Designs should communicate clearly to users what the system’s state is — no action with consequences to users should be taken without informing them.

Visibility of system status

Help and Documentation

The system should speak the users' language with words, phrases, and concepts familiar to the user, rather than system-oriented terms. Additionally, the system should follow real-world conventions, making information appear in a natural and logical order.

Match between system and the real world

The system should allow users freedom to be in control of the interaction, even if they make mistakes and will need a clearly marked way to leave the unwanted action without having to go through an extended process. Examples are the Cancel button, the back and forward buttons on every web browser.

User control and freedom

The system should prevent interaction problems from occurring in the first place: either eliminate error-prone conditions or check for them and present users with a confirmation dialog. An example is mistakenly clicking the "reply-all" button and sending the email to everybody.

Error prevention

Minimize the user's memory load by making elements, actions, and options visible. The user should not have to remember information from one part of the interface to another. Information required to use the design (e.g. field labels or menu items) should be visible or easily retrievable when needed. Minimize the user's memory load by making elements, actions, and options visible. The user should not have to remember information from one part of the interface to another. Information required to use the design (e.g. field labels or menu items) should be visible or easily retrievable when needed. Humans have limited short-term memories. Interfaces that promote recognition reduce the amount of cognitive effort required from users.

 Recognition rather than recall

Shortcuts — hidden from novice users — may speed up the interaction for the expert user such that the design can cater to both inexperienced and experienced users. Allow users to tailor frequent actions.
Flexible processes can be carried out in different ways, so that people can pick whichever method works for them.

Flexibility and efficiency of use

Interfaces should not contain information which is irrelevant or rarely needed. Every extra unit of information in an interface competes with the relevant units of information and diminishes their relative visibility.
This heuristic doesn't mean you have to use a flat design — it's about making sure you're keeping the content and visual design focused on the essentials. Ensure that the visual elements of the interface support the user's primary goals.

Aesthetic and minimalist design


Error messages should be expressed in plain language (no error codes), precisely indicate the problem, and constructively suggest a solution.
These error messages should also be presented with visual treatments that will help users notice and recognize them

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