Knowledge Base Article Design
A repeatable pattern for crafting clear, scannable help articles that reduce support tickets and keep users moving.
Ingredients
- ▸One descriptive title (verb-first)
- ▸A 2–3 sentence summary block
- ▸Step-by-step numbered instructions
- ▸Screenshots or GIFs at key decision points
- ▸A "What to expect" outcome section
- ▸Related articles footer (max 4 links)
Structure
1. Title
Start with a verb. “How to export your license key” beats “License key export.” Users scan titles — make the action obvious.
2. Summary
Two to three sentences that answer: who is this for, what will they accomplish, and how long it takes. Place it directly under the title.
3. Steps
Numbered list. One action per step. Bold the UI element names. Screenshots go after the step they illustrate, never before.
4. Outcome
Show the expected result. A short sentence plus a screenshot of the success state builds confidence.
Voice & Tone
Direct
Cut adverbs. Say "click Save" not "simply click the Save button."
Helpful
Anticipate the next question and link to it.
Human
Write like you are explaining to a colleague, not a robot.
Checklist
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