IT-HELP-DESK5 MIN READ
Ask for Evidence in Plain Language
Ask nontechnical users for diagnostic evidence using familiar language and one step at a time.
Marta M Operations coordinator 1 Translate 2 Sequence 3 Confirm Evidence request Marta says the scheduling page gives an error but does not know what information IT needs. Your wording determines whether the ticket gains evidence or stalls. Usability heuristic Match the user's world Instructions work like interface labels. Use words the user can see and actions they can perform. Jargon Send logs and repro steps. The user can help without becoming technical.
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