Practical Approaches to Improving the Usability of Product Messages and Online Documentation: Two Case Studies   

Online documentation and software messages are important elements of the end-to-end user experience. They have a direct impact on the productivity of users and affect the total cost of ownership. This article discusses designing and executing usability testing of these two important components of the overall product offering. Based on usability tests that were performed on the IBM DB2® Universal Database™ (DB2 UDB) and IBM® WebSphere® Commerce and software products, the combined experiences provide guidance for usability professionals and information developers who need to organize and run such tests for a first time.

Markov, Nikolay and Uliyana Markova. IBM (2004). Design>User Interface>Software>Help