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Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
Improving WordPress Themes & Plugins Support Documentation
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Improving WordPress Themes & Plugins Support Documentation

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Solid user support documentation of WordPress themes and plugins is key for Users Experience. Many WordPress theme and plugin developers have frustrated users. Users are digging through websites, …

Solid user support documentation of WordPress themes and plugins is key for Users Experience. Many WordPress theme and plugin developers have frustrated users. Users are digging through websites, forums and surfing the web for answers on how to setup, use or modify WordPress products.

Learn how to create an effective learning channel incorporating Information Architecture and User Experience techniques. Develop a blue print to organize your step by step guides, video tutorials, troubleshooting tips, FAQ, and forums for easy findability for both novices and pros. Points to address include reducing your user’s pain points and learning curve, the value of UI consistency, alternative concept map of information and a developer’s documentation check list before release.

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  • 1. Improving WordPress <br />Themes & Plugins<br />Support Documentation <br />By Gloria Antonelli<br />
  • 2. About.me<br />Fine artist<br />Started web dev in mid 90’s<br />Crazy about learning new technology<br />Learn from the best<br />Love to teach what I learn<br />Go to a lot of conferences<br />Shy online but not in person<br />I consult, train and sometimes write. <br />http://2011.chicago.wordcamp.org/2011/07/23/interview-with-gloria-antonelli/<br />
  • 3. Support documents <br />& learning channels<br />arekey for great<br />User Experience. <br />
  • 4. The Problem<br />Too many frustrated users are searching for answers on how to use your products.<br />examples: All in one SEO & Thematic<br />
  • 5. It’s been the Wild West in WP development land.<br />Are we ready to settle down with some standards in support document creation?<br />
  • 6. WP Gold Standard<br />three<br />d’s<br />the<br />development<br />design<br />documentation<br />Create standards without <br />stifling innovation and creativity.<br />
  • 7. Questions to ask yourself.<br />What is your business model?<br />Business goals?<br />Full-time venture?<br />Who are your target users?<br />What is your development philosophy?<br />Why are you making themes & plugins?<br />Once you know tell your users!<br />
  • 8. the team : <br />many hats, jobs & skills<br />CODE DESIGN UI UX IA SEO<br />The holy trinity<br />UX IA Dev<br />
  • 9. Are you wearing all the hats? <br />
  • 10. For users to easily find information to configure, modify & use your products.<br />EXPECTATIONS<br />
  • 11. The Long Tail of Users<br />Head<br />experienced users<br />Long Tail<br />new & non tech users<br />Unlimited niche users with various skill sets<br />
  • 12. The Learning Curve<br />Difficult<br />Head<br />experienced users<br />Easy<br />Long Tail<br />new & non tech users<br />Unlimited niche users with various skill sets<br />
  • 13. The Learning Curve<br />Difficult<br />Head<br />experienced users<br />Easy<br />Long Tail<br />new & non tech users<br />limited<br />Unlimited niche users with various skill sets<br />
  • 14. The Learning Curve<br />Difficult<br />Are you addressing the needs of this market segment?<br />Easy<br />[new & non tech users]<br />
  • 15. Target Users Skill Set**<br />**an estimate of skill sets<br /> *refers to all JavaScript libraries<br />
  • 16. “please care about your end users”<br />Gary Vaynerchuk<br />FOWA Vegas 2011<br />
  • 17. WP Learning Curve<br />html<br />Multiple learning layers<br />WordPress UI<br /> Theme Functionality<br /> Theme Options<br /> Theme Widgets<br /> Many Plugins<br />css<br />php<br />
  • 18. WP Learning Curve<br />Advanced learning layers<br />html<br />WordPress UI<br /> Theme Functionality<br /> Theme Options<br /> Theme Widgets<br /> Many Plugins<br />css<br />php<br />
  • 19. Users Process<br />Decide to use WordPress<br />Plugin Selection<br />Set up<br />Theme<br />Modify<br />Theme<br />Theme Selection<br />><br />><br />><br />><br />repeat as needed<br />read docs<br />search web<br />view videos<br />view tutorials<br />search web<br />read reviews<br />select & hope<br />for the best <br />read docs<br />search web<br />view videos<br />view tutorials<br />search web<br />read reviews<br />read docs<br />search web<br />
  • 20. Theme Support,<br />Option Page UI,<br />& Plugins<br />everyone is<br /> different<br />Don’t know what to expect until you buy in.<br />are you<br />making <br />users <br />crazy?<br />
  • 21. Move from Dev Centric <br />to User Centric<br />Is there a clear learning path<br /> for all users?<br />
  • 22. Create a [UX-Centric] Process<br /><ul><li>Think of users needs throughout each step.</li></li></ul><li>Create a [UX-Centric] Process<br /><ul><li> Think of users needs throughout each step.
  • 23. Brainstorm ideas/solutions to ease pain points.</li></li></ul><li>Create a [UX-Centric] Process<br /><ul><li> Think of users needs throughout each step.
  • 24. Brainstorm ideas/solutions to ease pain points.
  • 25. Collect data from users in each target segment.</li></li></ul><li>Create a [UX-Centric] Process<br /><ul><li> Think of users needs throughout each step.
  • 26. Brainstorm ideas/solutions to ease pain points.
  • 27. Collect data from users in each target segment.
  • 28. Develop a prototype of learning channels.</li></li></ul><li>Create a [UX-Centric] Process<br /><ul><li> Think of users needs throughout each step.
  • 29. Brainstorm ideas/solutions to ease pain points.
  • 30. Collect data from users in each target segment.
  • 31. Develop a prototype of learning channels.
  • 32. Create a foundation for the learning center.</li></li></ul><li>Create a [UX-Centric] Process<br /><ul><li> Think of users needs throughout each step.
  • 33. Brainstorm ideas/solutions to ease pain points.
  • 34. Collect data from users in each target segment.
  • 35. Develop a prototype of learning channels.
  • 36. Create a foundation for the learning center.
  • 37. Write content, create videos, and tutorials.</li></li></ul><li>Create a [UX-Centric] Process<br /><ul><li> Think of users needs throughout each step.
  • 38. Brainstorm ideas/solutions to ease pain points.
  • 39. Collect data from users in each target segment.
  • 40. Develop a prototype of learning channels.
  • 41. Create a foundation for the learning center.
  • 42. Write content, create videos, and tutorials.
  • 43. Conduct usability testing as you go along.</li></li></ul><li>“Don’t Make Me Think”<br />By Steve Krug<br />A Common Sense Approach <br />to Web Usability<br />The Do-It-Yourself Guide to Finding and Fixing Usability Problems<br />http://www.sensible.com/<br />
  • 44. User Pain Points<br /><ul><li>Don’t know where to start.
  • 45. Understanding features in different themes.
  • 46. Unfamiliar with terms & finding info.
  • 47. Different naming conventions.
  • 48. Next iterations of WP core.
  • 49. No theme support evaluation system.</li></li></ul><li>Don’t start with just a forum!<br />
  • 50. Don’t start with just a forum!<br />Users need more step by step:<br />
  • 51. Don’t start with just a forum!<br />Users need more step by step:<br />“get started” instructions – install & configure<br />
  • 52. Don’t start with just a forum!<br />Users need more step by step:<br />“get started” instructions – install & configure<br /> guides for troubleshooting, option page, features, <br /> modifying the theme<br />Forums have a <br />place but best to <br />give answers <br />before they are<br />asked.<br />
  • 53. Don’t start with just a forum!<br />Users need more step by step:<br />“get started” instructions – install & configure<br /> guides for troubleshooting, option page, features, <br /> modifying the theme<br /> advance code & developers guide<br />
  • 54. Don’t start with just a forum!<br />Users need more step by step:<br />“get started” instructions – install & configure<br /> guides for troubleshooting, option page, features, <br /> modifying the theme<br /> advance code & developers guide<br /> videos, tutorials and faq<br />
  • 55. Don’t start with just a forum!<br />Users need more step by step:<br />“get started” instructions – install & configure<br /> guides for troubleshooting, option page, features, <br /> modifying the theme<br /> advance code & developers guide<br /> videos, tutorials and faq<br /> links to external resources<br />
  • 56. Don’t start with just a forum!<br />Users need more step by step:<br />get started instructions – install & configure<br /> guides for troubleshooting, option page, features, <br /> modifying the theme<br /> advance code & developers guide<br /> videos, tutorials and faq<br /> links to external resources<br />Forums have a <br />place but best to <br />give answers <br />before they are<br />asked.<br />
  • 57. Create Multiple Channels<br />Guides<br />Forum<br />Videos<br />Tutorials<br />
  • 58. Documentation Tips<br />Information Architecture<br />Findability<br />Visual Presentation<br />Instructional Creation<br />Concept Map Model<br />Best Practices<br />
  • 59. Information Architecture<br />is the categorization of information into a coherent structure.<br />
  • 60. Information Architecture<br />Arrange in order of importance <br />
  • 61. Information Architecture<br />Arrange in order of importance <br />Arrange in order of skill level<br />
  • 62. Information Architecture<br />Arrange in order of importance <br />Arrange in order of skill level<br />Clear calls of action (Start Here)<br />
  • 63. Information Architecture<br />Arrange in order of importance <br />Arrange in order of skill level<br />Clear calls of action (Start Here)<br />Clear navigation<br />
  • 64. Information Architecture<br />Arrange in order of importance <br />Arrange in order of skill level<br />Clear calls of action (Start Here)<br />Clear navigation<br />Use descriptive headlines<br />
  • 65. Information Architecture<br />Arrange in order of importance <br />Arrange in order of skill level<br />Clear calls of action (Start Here)<br />Clear navigation<br />Use descriptive headlines<br />UI consistency for ease of use<br />
  • 66. Information Architecture<br />Arrange in order of importance <br />Arrange in order of skill level<br />Clear calls of action (Start Here)<br />Clear navigation<br />Use descriptive headlines<br />UI consistency for ease of use<br />Link to external resources<br />
  • 67. Findability<br />ability to locate and present usable information easily, accurately, and quickly as possible.<br />
  • 68. Findability<br />Create a visual map<br />
  • 69. Findability<br />Create a visual map<br />Create a sitemap<br />
  • 70. Findability<br />Create a visual map<br />Create a sitemap<br />Create a table of content and index<br />
  • 71. Findability<br />Create a visual map<br />Create a sitemap<br />Create a table of content and index<br />Use Search Engine Optimization<br />
  • 72. Visual Presentation<br />Use color coding & icons <br />
  • 73. Visual Presentation<br />Use color coding & icons <br />Use white space for readability<br />
  • 74. Visual Presentation<br />Use color coding & icons <br />Use white space for readability<br />Use bullet or numbered lists<br />
  • 75. Visual Presentation<br />Use color coding & icons <br />Use white space for readability<br />Use bullet or numbered lists<br />Chunk instructional content<br />
  • 76. Instructional Creation<br />Break down processes into clear <br />step by step instructions.<br />
  • 77. Instructional Creation<br />Break down processes into clear <br />step by step instructions.<br />Create new tutorials from the forum conversations.<br />
  • 78. Instructional Creation<br />Break down processes into clear <br />step by step instructions.<br />Create new tutorials from the forum conversations.<br />Provide written content for videos.<br />
  • 79. Instructional Creation<br />Break down processes into clear <br />step by step instructions.<br />Create new tutorials from the forum conversations.<br />Provide written content for videos.<br />Clarification of terminology.<br />
  • 80. Concept Map Model<br />Create an infographic<br />about your theme and theme learning channels.<br />http://yoast.com/wordpress-theme-anatomy/<br />
  • 81. Standards & Best Practices <br />UI Consistency reduces learning curve<br />and leverages previous experience.<br />Establishes UI conventions for Option pages and Plugin Documentation.<br />
  • 82. Gloria Antonelli<br />Emerging Technologist Strategist<br />Consultant & Trainer on Web 2.0<br />Techcocktail.com writer<br />gloria@gloriaantonelli.com<br />socially @gloriaantonelli<br />on facebook, linkedin & twitter<br />Thank You<br />
  • 83. Photo credit<br />“Learn” Aaron Schmidt<br />http://www.flickr.com/photos/aaronschmidt/<br />“Hat man” Andrew Warren<br />http://www.flickr.com/photos/27273053@N05/4507100640/<br />Most others are my iPhone images from Art Museums in the US.<br />

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