We write help articles so users can find the answers they need to solve their own problems quickly and easily. Help articles are a good idea for:
- New feature launches
- Top contact reasons
- Popular google searches
Use sentence case and first person
Try to keep them to under 6 words
Use statements for overarching themes and questions to specific use cases
Front load your titles with keywords, so that customers can easily scan what’s important
Tips for getting started with Wise.
How can I use Wise?
How do I upload my batch payments file?
How to upload a batch payments file.
Separate your article into sections. It helps the user scan quickly to find the information they need.
Can be in first or third person
Try to use less than 6 words
Try to mimic the same structure in each heading
Format them as 'Header 3'
Only use numbers if your headings are hierarchical or ordered
If you have 3 or more headings, create an index with anchor links
Avoid using more than 6 headings
An introductory sentence helps orient the user, and add structure to the page.
Use third person
Keep it to 3 sentences max
If your article has 3 or more headers, add an index after the intro sentence
Link to relevant articles if necessary
This is the meat of the article. Keep the body simple, straightforward, and short. The user has limited time, and they don’t know the subject as well as you do.
Use third person
Keep paragraphs and sentences short
Only include images if they're absolutely essential
Include hyperlinks to other articles
Use bullet points and ordered lists to break up chunks of content
Call to action (CTA)
If your article has a clear action, include a CTA button. This helps the user complete the task on their own. For example, an article that explains getting verified should include an ‘Upload documents’ CTA.