Spike: research user documentation approaches #195
Description
We need user documentation that goes beyond just describing the system's capabilities. This issue is for a spike in which Sumana researches where & in what format(s) we should put that documentation within the application repo.
The user documentation should, per 4.5.1. "User Documentation" in the Approaches document:
• Include guidance specific to each type of user (e.g., providers, administrators, service agents, auditors);
• Accurately reflect capabilities the PSM provides, and avoid implying capabilities it does not (e.g., editing business rules in a GUI);
• Prepare users by providing a process overview for each major task they want to perform (e.g., determining someone’s eligibility, editing a user) and informing them of what to expect at each stage (e.g., how long each step might take, what expected output will look like);
• Predict common problems and suggest troubleshooting steps;
• Direct users to communities and resources for further help.
Users will need a combination of in-app context-sensitive help (in the form of hover text, pop-up explanations, and captions), standalone prose tutorials or manuals illustrated with screenshots, and a living community of practice to ask for help and clarification, and to make suggestions for improvements.
The standalone prose tutorials will be substantially the same for all installations across the US, and should be stored and maintained in the core Git repository and distributed as part of the live help system. We should also provide a standalone copy of the stock standalone prose tutorials on its web site, ensuring that there is a version accessible to the general public (without requiring a login).