Most documentation teams face a critical challenge: they rarely test systematically whether their documents work for different types of users. Without dedicated user research teams focused on documentation, teams are left guessing about effectiveness. An innovative solution Casey (CT) Smith of Payabli has developed an AI-powered documentation testing tool called reader-simulator. This tool simulates different… Read more »
Tag: usability
Podcast 113: Using heatmaps & recordings to improve Hotjar’s knowledge base, with Karissa Van Baulen
We talk to Karissa Van Baulen, Customer Education Lead and Knowledge Base Owner at Hotjar. We discuss how she has used heatmaps and playback recordings to improve Hotjar’s knowledge base. What does Hotjar do? Why are heatmaps important? How have you used heatmaps and recordings to improve Hotjar’s knowledge base? How easy is this to do?… Read more »
Podcast 101: Deborah Reid on usability testing
On the Cherryleaf Podcast, we spoke to Deborah Reid, Lead Tester at Bloom & Wild, about usability testing. We discussed: What is testing? Is it only about accessibility? Where is it used? Why should organisations worry about testing/do testing? Does it need a specialist to do it?/ What skills are needed? How did you become… Read more »
Getting users to read the Help rather than call support
We spotted an interesting statement by the “Father of Behaviour Design”, BJ Fogg: “For somebody to do something – whether it’s buying a car, checking an email, or doing 20 press-ups – three things must happen at once. The person must want to do it, they must be able to, and they must be prompted to… Read more »
Reducing the reading age for our website
Following on from James Mathewson’s presentation at Content Strategy 17, we’ve been reflecting on Cherryleaf’s main website, and the improvements we could make to it. One thing we have started to do is reduce the reading age for the content. Reading age measures are also, in effect, readability measures. So any improvements also benefit people… Read more »