We often hear the term “customer-facing documentation,” but the problem is that it is frequently an afterthought. In fact, customer-facing documentation is “born” during the testing process and can be viewed as a learning opportunity that helps design, engineering, and marketing teams better consider the customer experience.
To create high-quality customer-facing documentation, developers should aim to put themselves in their customers’ shoes right from the development stage. As a form of “training,” they should imagine customers receiving new features without documentation. In such a scenario, customers would likely struggle to understand how to use the features, quickly gain value, or navigate around issues and dependencies. This exercise teaches the team that feature development is more than just writing code, and they will be more inclined to contribute to documentation.
Proper documentation is a key driver of user satisfaction and product success.
Documentation testing is a critical process that ensures the accuracy, readability, and usability of various types of documentation. This article outlines the purpose of documentation testing, what to test, key areas to focus on, the testing process, common tools used, and deliverables.
Product Testing vs. Documentation Testing
As a rule, the product development process starts with analyzing requirements and documenting them (in a Product Requirements Document, or PRD), writing a test specification to detail the design of the testing suite, creating test cases (inputs, expected outputs, etc.), forming a requirements traceability matrix, and finally writing and documenting the test suite once it is complete.
To put this into practice, companies need a tool or platform to create and maintain such documentation. The optimal platform should minimize overhead (to avoid discouraging people from documenting everything) while being efficient. It should include everything a QA team needs to start documenting, track requirements, analyze the process, design test specs and test cases, and create a Requirements Traceability Matrix.
Complex documentation (such as PRDs) may be challenging to write, and many say people rarely read them once development starts. Moreover, they can be difficult to keep consistent with other artifacts, especially as changes accumulate over time.
However, PRDs are a crucial part of documentation creation and testing. They force developers to gather their thoughts and articulate their vision for the future product. In other words, PRDs are the starting point for design efforts and future product testing. They frame the problem and outline the desired outcomes.
But testing is not limited to the product itself. Documentation also needs to be tested. The primary purpose of documentation testing is to ensure that all types of documentation are correct, readable, and accessible. Testable documentation enables users to easily understand how to use a service or product effectively, reducing errors and increasing overall satisfaction. Identifying problems early in the documentation process allows organizations to improve document quality, ultimately enhancing the user experience and reducing support costs.
Below, we will discuss the most common documents to be tested during the documentation development process. These documents must align with the product to be effective for the user.
Testing Documentation
Technical writers primarily focus on documenting digital products for customers. They create how-tos, tutorials, and explanations, often developing templates to suit the specific type of documentation they are writing.
However, the work does not end once documentation is written. All the how-tos, tutorials, and explanations mentioned above must be tested to ensure their effectiveness.
Documentation testing applies to different types of materials, including:
User Guides
User guides contain critical information on how to use a product. Testing must verify that the information is accurate, the steps are clearly explained, and troubleshooting instructions are understandable.
Common questions during testing might include:
- Do users understand the information on Page #…?
- Can they use the functions described on Page #…?
- Do they understand what ‘XYZ’ on Page #… means?
- What do they expect to happen when following the instructions on this page?
Testing user guides often resembles usability testing or user research, typically using open-ended interview questions.
Installation Guides
Installation guides are essential for helping users install a product correctly. Testing involves ensuring that each step is logical, thorough, easy to follow, and that all images or diagrams are clear and properly captioned.
Technical Guides
Technical manuals must provide accurate information for technologists or professionals. Testing focuses on verifying the accuracy of technical content, the clarity of explanations, and the usability of examples or case studies.
Online Help Systems or FAQs
Online FAQs and support systems are crucial for offering immediate assistance to users. Testing ensures that the information is current, relevant, easily accessible, and verifiable, and that all resources or links are functioning properly.
Areas of Importance to Test
When your company is small, you as the owner may be the only person writing documentation. This can work well since you have everything in your head—you know where changes to one article require updates in others and can maintain a consistent voice and structure.
However, as your company grows and more people contribute, writing everything yourself becomes impractical. You may have little to no understanding of certain features, leading to inconsistencies in style and voice. Some articles might be overly wordy, while others covering similar topics may have different steps or details.
Ideally, at this stage, hiring a technical writer becomes essential. Their role is to ensure that documentation maintains a high-quality user experience by focusing on key principles:
- Accuracy – The foundation of quality documentation. Information must be fact-checked and updated to reflect the latest product or service status. This includes verifying figures, procedures, and releases. Inaccurate documentation frustrates users, causes errors, and erodes trust in the product.
- Simplicity – Usability depends on clarity. Documentation should be straightforward, free of jargon, and able to explain complex concepts in simple terms. Prioritizing simplicity ensures users can grasp information quickly, reducing mistakes and misunderstandings.
- Ease of Use – Documentation should be designed with the end user in mind. It must be easy to navigate, allowing users to quickly find what they need and follow instructions without effort. Effective use of headings, bullet points, and logical organization enhances accessibility. Usability testing with real users helps identify potential obstacles.
- Consistency – Maintaining a uniform style, formatting, and language is crucial for a cohesive user experience. This includes using consistent terminology, formatting styles (e.g., colors, fonts, headings), and adhering to defined tone and voice guidelines. A uniform style improves readability and reinforces professionalism, making it easier for users to learn and retain information.
By focusing on these key areas when testing documentation, companies can enhance its quality and usability, ultimately leading to higher user satisfaction and fewer support inquiries.
Test Process by Steps
The testing process is a multi-step approach designed to ensure a thorough assessment and continuous improvement of documentation quality. Each step is critical in achieving clear, accurate, and user-friendly materials. Below is a detailed breakdown of each step:
Step 1. Planning
This initial step lays the foundation for the entire testing process. It involves defining the scope of testing by determining which documents—such as user guides, installation manuals, or technical publications—need evaluation. Clear success criteria must also be established to define what constitutes a pass or fail for each document. Effective planning ensures that everyone understands the purpose and expectations, making the process more organized and efficient.
Step 2. Review
Once planning is complete, the next step is an in-depth review of the documentation. This involves carefully reading the content with a focus on accuracy, clarity, usability, and consistency. Reviewers should identify any inaccuracies, confusing steps, or inconsistencies in layout. Addressing these issues early helps refine the documentation before testing it with real users.
Step 3. User Testing
At this stage, actual users interact with the documentation to assess its effectiveness in real-world scenarios. This step provides valuable insights into how users navigate the material, highlighting areas that may need improvement. Testers can assign specific tasks to users, observing their experiences to identify challenges and usability concerns.
Step 4. Collecting Feedback
After user testing, feedback is gathered from both testers and users. This step helps pinpoint specific areas needing improvement, whether in language, clarity, examples, or layout. Collecting this information systematically ensures that no important feedback is overlooked and provides a clear direction for enhancements.
Step 5. Revisions
Based on collected feedback, necessary revisions are made. This may involve correcting errors, simplifying unclear language, or refining structure and design. Being receptive to constructive criticism is essential, as it can lead to significant improvements. Once changes are implemented, the documentation must be re-tested to confirm that the revisions effectively address previous issues.
Step 6. Final Approval
This last stage involves submitting the revised documentation for stakeholder review and approval. Stakeholders assess whether all identified issues have been resolved and if the documentation meets the required quality standards. Once approved, the final materials can be published, ensuring users have access to well-structured, accurate, and user-friendly documentation.
By following this structured process, companies can systematically refine their documentation, leading to higher user satisfaction and a smoother overall experience.
Popular Tools for Documentation Testing
Some tools that support documentation testing include:
- Spell Checkers and Grammar Tools: Tools like Grammarly help proofread spelling and grammar errors, ensuring the documentation is professional and polished.
- Accessibility Checkers: Tools such as WAVE or Axe assess compliance with accessibility guidelines, ensuring that all users, including those with disabilities, can effectively use the material.
- Feedback and Review Tools: Platforms like UserTesting and SurveyMonkey facilitate usability testing by allowing users to provide feedback on their experience with the documentation. ClickHelp also provides in-depth insights into user behavior—tracking which topics are most viewed, what users search for, and how they interact with your content. These analytics help identify strengths and gaps, making it easier to refine and enhance your documentation based on actual usage patterns.
Deliverables
One of the main challenges of documentation is that it is time-consuming to create, requires both domain expertise and technical knowledge of the product, and must be effortless for the reader to understand.
The key deliverables of the documentation testing process typically include:
- List of Issues Found: A comprehensive list of errors, inaccuracies, or areas for improvement. This list should be compiled by technical writers—who can translate complex software changes into user-friendly documentation—in collaboration with developers and product managers to minimize the need for multiple revisions.
- Improvement Suggestions: Detailed recommendations for enhancing the documentation, including content revisions, formatting adjustments, or the addition of new material.
- Final Revisions Approval: Confirmation that all necessary revisions have been made, ensuring the documentation meets the required standards of accuracy, clarity, and usability.
Conclusion
Documentation testing is an important step that can enhance your user guides, installation guides, technical guides, and on-line help system quality and usability. Accuracy, understandability, and usability being the top priority, organizations can ensure that their documentation supports users effectively and adds positively to the overall experience. Time and money spent on effective documentation testing pays for itself in the long run in terms of increased user satisfaction and reduced support costs.
Good luck with your technical writing!
Author, host and deliver documentation across platforms and devices
FAQ
Why is documentation testing important?
Documentation testing is crucial because it ensures the accuracy, clarity, and usability of your materials. Well-tested documentation helps users understand and effectively use a product, leading to higher user satisfaction and reduced support costs.
How can I ensure the consistency of my documentation?
To ensure consistency, it’s important to define style guides for tone, formatting, and terminology. Regular collaboration among technical writers, developers, and product managers helps maintain a unified voice and structure throughout the documentation.
Who should be responsible for documentation testing?
Typically, technical writers lead the documentation testing process in collaboration with developers, product managers, and actual users. This ensures that the documentation is accurate, clear, and user-friendly.
How can I test the effectiveness of my user guides?
User guides should be tested by reviewing their accuracy and clarity, checking if the steps are easy to follow, and ensuring troubleshooting steps are understandable. Real users can be tasked with completing tasks using the guide to identify any challenges.
What are common issues found during documentation testing?
Common issues include inaccurate information, unclear steps or terminology, inconsistent formatting, and missing or outdated content. Testing helps identify and fix these problems before the documentation is published.
