The Outcome-Driven Approach: Instructions Should Teach You What Matters, Not How to Be an Expert
TL;DR
Effective instructional content should focus on helping users achieve their goals rather than making them experts. By prioritizing the outcome, simplifying steps, and using clear language, we can create instructions that are easy to follow and deliver results quickly.
Intro
Whether installing software, assembling a product, or configuring a complex system, users and businesses are interested in results. This post will explore the power of outcome-driven instructional content and how focusing on what matters can lead to more effective, efficient, and satisfying results for users.
Why It Matters
Outcome-driven instructions save time, reduce frustration, and increase the likelihood of success by providing users with exactly what they need to know—nothing more, nothing less. This approach benefits end-users and businesses that rely on customer satisfaction and efficiency.
Why Most People Fail
Too many instructionals fail because they're written with the desire to educate comprehensively rather than pragmatically. Traditional documentation gets bogged down in the details, turning into verbose manuals that overwhelm users with information. The pitfall here is assuming that users need or want to become experts. The reality is that most people want to get the job done with minimal hassle.
What To Do
Outcome-driven instructions are all about prioritizing the result. Instead of bombarding users with all the information available, you distill the content to what's essential for achieving the task. This method can be broken down into the following principles:
Understand the User's Objective: Define what the user is trying to achieve. The end goal should be the focal point of all instructions.
Create a Clear Path to Success: Map out the shortest, most direct route to the outcome. This involves identifying and removing steps that don't contribute to the task's completion.
Use Simple, Direct Language: Avoid technical jargon and complex language. Understand the reader's proficiency level and write for someone under that level.
Visuals for Clarity: Use diagrams, screenshots, or videos to complement written instructions. Visual aids can often convey steps more effectively than text, helping users to understand what they need to do without overloading them with words.
Provide Context When Necessary: While the focus is on the outcome, there may be instances where context is important. For example, understanding why a step is necessary can help users complete it more effectively. However, this context should be used, as needed, to support the outcome directly.
Offer Optional Deep Dives: For users who want to know more or become experts, offer links or additional resources they can explore at their own pace without cluttering the main instructional path.
Test and Iterate: Continuously improve the instructions based on user feedback. If users consistently get stuck at a particular step, revisit and revise that part to clarify it.
Wrap It Up
Don't focus on generating facts without a purpose. Prioritizing results helps the user and the business achieve favorable outcomes. Users are empowered to complete tasks confidently, and businesses benefit from improved customer satisfaction.