Help center usability test template
Observe whether people can find and use guidance for [support need].
Use this templateEditable study draft · English content
Before you launch
Add the help center and sandbox product URLs as appropriate. Choose a need with a known answer and a reversible test task.
Opens a usability study with ordered tasks, post-task questions, and a final debrief. Add your target URL to each task. Screen sharing is enabled and the moderator observes without providing task hints. Success criteria below are a guide for your review, not automatic grading rules.
Participant tasks
Task 1
Find guidance
You need to [support need]. Find guidance that could help.
Researcher success criteria
Participant reaches a resource that addresses the defined need.
Task 2
Use the guidance
Use the guidance to [reversible action] in the test account.
Researcher success criteria
Participant completes the defined action using the resource.
Task 3
Seek more help
Imagine that did not solve your problem. Find how you would contact someone for help, but do not send a message.
Researcher success criteria
Participant locates an appropriate contact route without sending anything.
After each task, ask what was difficult and what the participant expected to happen. The study also includes a task-ease rating.
Final debrief
- What, if anything, was different from what you expected?
- Which part of the experience would you change first, and why?
Plan your study
Who should take part?
People likely to seek help for [support need].
What should I customize before launching?
Add the help center and sandbox product URLs as appropriate. Choose a need with a known answer and a reversible test task.
How should I use the findings?
Separate finding a relevant article from understanding and applying it. Record when people switch to seeking human help.