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.

1. Improving WordPress Themes & Plugins Support Documentation By Gloria Antonelli

2. About.me Fine artist Started web dev in mid 90’s Crazy about learning new technology Learn from the best Love to teach what I learn Go to a lot of conferences Shy online but not in person I consult, train and sometimes write. http://2011.chicago.wordcamp.org/2011/07/23/interview-with-gloria-antonelli/

3. Support documents & learning channels arekey for great User Experience.

4. The Problem Too many frustrated users are searching for answers on how to use your products. examples: All in one SEO & Thematic

5. It’s been the Wild West in WP development land. Are we ready to settle down with some standards in support document creation?

6. WP Gold Standard three d’s the development design documentation Create standards without stifling innovation and creativity.

7. Questions to ask yourself. What is your business model? Business goals? Full-time venture? Who are your target users? What is your development philosophy? Why are you making themes & plugins? Once you know tell your users!

8. the team : many hats, jobs & skills CODE DESIGN UI UX IA SEO The holy trinity UX IA Dev

9. Are you wearing all the hats?

10. For users to easily find information to configure, modify & use your products. EXPECTATIONS

11. The Long Tail of Users Head experienced users Long Tail new & non tech users Unlimited niche users with various skill sets

12. The Learning Curve Difficult Head experienced users Easy Long Tail new & non tech users Unlimited niche users with various skill sets

13. The Learning Curve Difficult Head experienced users Easy Long Tail new & non tech users limited Unlimited niche users with various skill sets

14. The Learning Curve Difficult Are you addressing the needs of this market segment? Easy [new & non tech users]

15. Target Users Skill Set** **an estimate of skill sets *refers to all JavaScript libraries

16. “please care about your end users” Gary Vaynerchuk FOWA Vegas 2011

17. WP Learning Curve html Multiple learning layers WordPress UI Theme Functionality Theme Options Theme Widgets Many Plugins css php

18. WP Learning Curve Advanced learning layers html WordPress UI Theme Functionality Theme Options Theme Widgets Many Plugins css php

19. Users Process Decide to use WordPress Plugin Selection Set up Theme Modify Theme Theme Selection > > > > repeat as needed read docs search web view videos view tutorials search web read reviews select & hope for the best read docs search web view videos view tutorials search web read reviews read docs search web

20. Theme Support, Option Page UI, & Plugins everyone is different Don’t know what to expect until you buy in. are you making users crazy?

21. Move from Dev Centric to User Centric Is there a clear learning path for all users?

24. Brainstorm ideas/solutions to ease pain points.

26. Brainstorm ideas/solutions to ease pain points.

27. Collect data from users in each target segment.

29. Brainstorm ideas/solutions to ease pain points.

30. Collect data from users in each target segment.

31. Develop a prototype of learning channels.

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.

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.

45. Understanding features in different themes.

46. Unfamiliar with terms & finding info.

47. Different naming conventions.

48. Next iterations of WP core.

50. Don’t start with just a forum! Users need more step by step:

51. Don’t start with just a forum! Users need more step by step: “get started” instructions – install & configure

52. Don’t start with just a forum! Users need more step by step: “get started” instructions – install & configure guides for troubleshooting, option page, features, modifying the theme Forums have a place but best to give answers before they are asked.

53. Don’t start with just a forum! Users need more step by step: “get started” instructions – install & configure guides for troubleshooting, option page, features, modifying the theme advance code & developers guide

54. Don’t start with just a forum! Users need more step by step: “get started” instructions – install & configure guides for troubleshooting, option page, features, modifying the theme advance code & developers guide videos, tutorials and faq

55. Don’t start with just a forum! Users need more step by step: “get started” instructions – install & configure guides for troubleshooting, option page, features, modifying the theme advance code & developers guide videos, tutorials and faq links to external resources

56. Don’t start with just a forum! Users need more step by step: get started instructions – install & configure guides for troubleshooting, option page, features, modifying the theme advance code & developers guide videos, tutorials and faq links to external resources Forums have a place but best to give answers before they are asked.

57. Create Multiple Channels Guides Forum Videos Tutorials

58. Documentation Tips Information Architecture Findability Visual Presentation Instructional Creation Concept Map Model Best Practices

59. Information Architecture is the categorization of information into a coherent structure.

60. Information Architecture Arrange in order of importance

61. Information Architecture Arrange in order of importance Arrange in order of skill level

62. Information Architecture Arrange in order of importance Arrange in order of skill level Clear calls of action (Start Here)

63. Information Architecture Arrange in order of importance Arrange in order of skill level Clear calls of action (Start Here) Clear navigation

64. Information Architecture Arrange in order of importance Arrange in order of skill level Clear calls of action (Start Here) Clear navigation Use descriptive headlines

65. Information Architecture Arrange in order of importance Arrange in order of skill level Clear calls of action (Start Here) Clear navigation Use descriptive headlines UI consistency for ease of use

66. Information Architecture Arrange in order of importance Arrange in order of skill level Clear calls of action (Start Here) Clear navigation Use descriptive headlines UI consistency for ease of use Link to external resources

67. Findability ability to locate and present usable information easily, accurately, and quickly as possible.

68. Findability Create a visual map

69. Findability Create a visual map Create a sitemap

70. Findability Create a visual map Create a sitemap Create a table of content and index

71. Findability Create a visual map Create a sitemap Create a table of content and index Use Search Engine Optimization

72. Visual Presentation Use color coding & icons

73. Visual Presentation Use color coding & icons Use white space for readability

74. Visual Presentation Use color coding & icons Use white space for readability Use bullet or numbered lists

75. Visual Presentation Use color coding & icons Use white space for readability Use bullet or numbered lists Chunk instructional content

76. Instructional Creation Break down processes into clear step by step instructions.

77. Instructional Creation Break down processes into clear step by step instructions. Create new tutorials from the forum conversations.

78. Instructional Creation Break down processes into clear step by step instructions. Create new tutorials from the forum conversations. Provide written content for videos.

79. Instructional Creation Break down processes into clear step by step instructions. Create new tutorials from the forum conversations. Provide written content for videos. Clarification of terminology.

80. Concept Map Model Create an infographic about your theme and theme learning channels. http://yoast.com/wordpress-theme-anatomy/

81. Standards & Best Practices UI Consistency reduces learning curve and leverages previous experience. Establishes UI conventions for Option pages and Plugin Documentation.

82. Gloria Antonelli Emerging Technologist Strategist Consultant & Trainer on Web 2.0 Techcocktail.com writer gloria@gloriaantonelli.com socially @gloriaantonelli on facebook, linkedin & twitter Thank You

83. Photo credit “Learn” Aaron Schmidt http://www.flickr.com/photos/aaronschmidt/ “Hat man” Andrew Warren http://www.flickr.com/photos/27273053@N05/4507100640/ Most others are my iPhone images from Art Museums in the US.