To write the first set of questions users may ask means you understand their needs. Understanding these needs may require involving test users and support in information design.
We generally think we know what users need since in our industry we have always tried to play the role of user representative.
Understanding these needs may require involving test users and support in information design. Using edc, especially for contextual help means we don’t over-write and build information step by them.
Why write questions and answers at all?
Taking users on a journey is about stimulating their reading. This changes the way we need to write for them.
It will also encourage them to return questions, via support, that can be incorporated into an evolving set of help.