Designing Help systems concerns designing for people, and people are reached by design not only as consumers but as coworkers who participate in the finished design. Every step must be acceptable, understandable, and convincing to enlist the user’s necessary cooperation. And the final result must be appealing, both rationally and emotionally. Therefore, the range of individual responses to your design must be taken into account.
One cannot have designed very many Help systems without developing a healthy respect for the uniqueness of individuals, for the complexity of human interaction, and for the usefulness of listening to users and watching their facial expressions while they use your system. Human factors such as usability and consumer advocacy are thus daily challenges in this work, not just industry jargon and academic abstractions.