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The need to train learners on how to navigate a software interface is a common one.  To do it effectively, we need to create a series of screenshots in the form of annotated stills or video.

1. Annotated screenshot stills (text process steps applied to images).  If learners will ever need to look up specific steps in a digital process quickly—as in the case, for example, of call center reps—this is the best option.
2. Annotated screen capture video. This is the best option for introducing learners to a digital process because the movement of screen capture communicates authentic interactions and context and familiarizes learners with a software interface in a way that still screenshots can’t. But because video doesn’t lend itself to communicating in a way that drives recall of specifics—and because video is more cumbersome for learners who need to review and look up specific process steps—for documenting digital process flows, video is most effective when it’s paired with stills.

Whether we choose stills or a combination of stills and video, applying the best practices shown below helps audiences understand and follow process efficiently.

1. Start by describing the business task (vs. diving immediately into clicks).

Software navigation is never an end in itself; it’s always a means to an end.  And that end is typically a business task.  Describe that task, who’s likely to need to complete it, why, and the business value of successful task completion.

2. Begin at the beginning.

Don’t assume your audience knows the name of the software featured in your screenshots, where to find it, or how to access it.  Tell them—and show them an annotated screenshot of the software application’s home page.  (That home page will be your audience’s “home base,” serving to begin each breadcrumb you provide to ensure audiences can follow process steps efficiently.)

3. Number all process steps.

Doing so communicates the position of each step in a process flow quickly, and also makes reviewing information quick and easy for audiences.

4. Call out the interface controls audiences must click.

An interface control, or widget, is a point of interaction on a software interface: a link, a text field, a button, a drop-down menu, and so on. Call out each control associated with a process step:

1. With process step numbers. Position these numbers next to the control. Make sure the font you choose for the number is large enough to be read easily at one-third full screen size, and that the color you choose for the number contrasts strongly with the interface color.  Tip: For most interfaces that don’t feature a lot of red or orange, red circles with white outlines and white numbers (see Figure 1 above) are a good choice.  For interfaces that do contain a lot of red or orange, black circles with white outlines and numbers are a good choice.
2. With bounding rectangles or ellipses. Bounding boxes that completely enclose what the audience needs to click (the control) reduce ambiguity.  They save audiences time and frustration by drawing the eye immediately to what’s most important.

5. Show both context and detail, using magnification if necessary. 

Presenting detail in a vacuum, without context, leaves audiences unable to locate that detail on a real-life screen.  But showing the screen full-size often means the detail is too small for audiences to see.  The solution: start with the full-size screen; add the bounding box and number as usual; and then add a callout to a framed close-up of the detail.

6. In text process descriptions, ensure all text labels match exactly what’s shown onscreen. 

For example, if the onscreen button label is “Click to submit the request,” use “Click to submit the request” in the process description. Don’t shorten the description to “submit” or “submit the request.”

7. In text process descriptions, differentiate onscreen element text by bolding it. 

Consistently differentiating onscreen elements from the surrounding text makes skimming, understanding, and recall easier for audiences. Here’s an example of a text process description that differentiates onscreen elements:

Step 2: Click the Save button.

8. Provide complete breadcrumbs.

Partial breadcrumbs are unfollowable if audiences don’t know how to get from where they are in an application to where the partial breadcrumb begins. Beginning every breadcrumb at the application home page is unambiguous—and costs very little in terms of screen real estate.

Microsoft Word home page > View link > Navigation Pane checkbox > [Navigation Pane] > Headings link

9. Explain process results.

Don’t assume that audiences can tell when they’ve completed a step correctly (or incorrectly). Point out what audiences should expect to see onscreen as they step through the process.

The bottom line

Training and documenting digital processes is time-consuming, nit-picky work that usually has a short shelf life due to the breakneck pace of software versioning.

It’s tempting to want to take a shortcut by substituting generic screen capture videos and auto-generated screenshots that force audiences to figure out where to click and why.

The truth is, inadequate systems training and documentation costs businesses significantly in terms of lost time correcting processes that employees could have performed correctly the first time—and cause everything from bad customer service and lost business to employee frustration and attrition.

Depending on what you’re training and how, screen capture software may be able to speed the documentation process. For example, Adobe Captivate and Guidde both detect clicks to produce rudimentary onscreen annotation that just needs to be edited and supplemented by a human to align with the best practices described above.

Just remember: software doesn’t document digital processes effectively—people document digital processes effectively.

What’s YOUR take?

Have you run across any AI tools (or other tools) that speed the documentation process? Are they worth the cost and effort to edit? Please considering sharing your experiences in the comment box below.

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