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Docs IA Research: Understanding the mental model of docs.gitlab.com users

What’s this issue all about?

We have learned from multiple research studies that the current information architecture of docs.gitlab.com is not very usable.

Problem areas
  • In a recent usability testing study of the documentation site, users were overwhelmed by the number of navigational elements as information was buried in long drop-down menus. The salience of each individual item was significantly reduced by the amount of options in each menu.
  • From a survey of users of GitLab's documentation, we learned that “troubleshooting” content is the hardest to find. We also know that new users are more likely to visit the docs to troubleshoot problems. This may lead to even more trouble understanding the documentation structure.
  • In a recent usability testing study, all users reported exclusively using Google or the search feature to find information. We also learned in a survey tear most users begin with a Google search because GitLab also shows relevant GitLab issues, handbook pages, and third-party resources.
  • From a survey of users of GitLab's documentation, we learned that users often visit multiple pages and read lots of text before finding the content they’re looking for.

Goals and objectives

The goal of this issue is to conduct research that will help us better understand the mental model of users who visit the documentation site. We aim to restructure the navigation in as way that is more usable and intuitive for our users.

Progress

  • Review findings from prior docs research to outline key challenges
  • Competitor analysis of the navigation structures of competitor products - #1264 (closed)
  • Examine the existing IA approaches used on docs.gitlab.com
    • Create site map of navigation elements
    • How do we currently structure the content?
    • How do we label the content?
    • Does our current structure align with UX and IA best practices?
  • Content analysis - what information should be in the left nav bars?
    • Mapping the tasks of our userbase - JTBD, user stories, personas
    • Review the top most visited navigation pages
    • Discuss prioritization with stakeholders
  • Conduct IA research studies to test various categorization proposals
  • Develop a strategy for managing navigation elements for future content

Competitors/Industry exemplars

Edited by Susan Tacker