How to Create Contextual Help
Contextual help provides information exactly where and when users need it, eliminating the need to search documentation or contact support. It is the most user-friendly form of help because it meets users in their current context.
Identify help-needed moments
Review support tickets, session recordings, and analytics to find where users get confused. These moments are your contextual help opportunities.
Choose the right help format
Use tooltips for quick explanations, smart tips for proactive guidance, and embedded tours for complex multi-step processes. Match format to complexity.
Write help content in context
Reference what the user is currently doing and what they are trying to achieve. "To filter this report by date, click the calendar icon" is contextual; "Use filters for reports" is not.
Layer help depth
Provide a brief tooltip first, with a "Learn more" link to detailed documentation. This respects both quick-answer seekers and deep learners.
Make help discoverable
Use consistent visual indicators (? icons, info badges) that users learn to look for. Contextual help is only useful if users know it exists.
Update help when the product changes
Every UI change should trigger a review of related contextual help. Outdated help is actively harmful.
Pro Tips
- Test contextual help with new users who do not know the product yet.
- Track which help elements get the most clicks to understand recurring confusion points.
- Use conditional logic to show help only to users who have not performed the action before.
- Include keyboard shortcuts and power tips in contextual help for advanced users.
Conclusion
Contextual help is the bridge between a product that is usable and one that is intuitive. By providing the right information at the right moment, you eliminate confusion without adding complexity. Build it systematically and your support team will thank you.
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