Overview of Workflow Articles

A workflow article is a type of documentation that uses decision trees and checkpoints to guide users through complex procedures. These articles are designed to help users navigate processes that involve multiple variables or branching paths, ensuring they receive instructions tailored to their specific situation.

Key Terms

Decision Tree

A decision tree is a structured set of choices that guides users through a process by asking questions and branching to different instructions based on their answers. For example, setting up a new account might involve asking whether the account is for a customer, partner, or vendor, with each choice leading to different steps.

Workflows can contain decision trees within decision trees and can be used to guide people through very complex procedures.

Checkpoint

A checkpoint is a feature in workflow articles that divides lengthy procedures into smaller sections. Users can complete one segment, then click to continue to the next, making the process less overwhelming and easier to follow.

Background and Use Cases

Workflow articles are particularly valuable in situations where procedures are complicated or involve many variables. Common use cases include troubleshooting guides and processes that require users to make choices at various stages. For example, a troubleshooting guide might ask whether a user is on a Windows or Mac computer, then provide different instructions based on the answer.

• Ideal for troubleshooting and complex procedures with multiple variables.
• Enable users to receive instructions relevant to their specific needs.

Why Workflow Articles Matter

Workflow articles enhance user experience by ensuring that instructions are relevant and manageable. However, they should be used judiciously. Overusing decision trees or checkpoints in simple procedures can frustrate users who just want straightforward answers. It is important to balance complexity and usability, reserving workflow articles for situations where they add real value.

• Workflow articles should be used for complex, variable-rich tasks.
• Simple tasks are better served by straightforward articles without unnecessary branching.
• Striking the right balance improves user satisfaction and efficiency.