Elliot Rylands
Lab / Tree test / Templates

SaaS docs & help center tree test template

Docs IA is where product teams hide complexity until support tickets spike. Tree testing strips UI chrome and tests whether developers and admins can self-serve.

Write tasks from real ticket themes: billing, SSO, API limits. If participants succeed via Help centre but fail via Product docs, your cross-linking is doing hidden labour.

Keep tasks scenario-based ('Your SSO login stopped working') rather than label-matching ('Find SSO'). Label matching inflates scores artificially.

Use this template

Study preview

Hierarchy

  • Help centre
    • Getting started
      • Quick start guide
      • Inviting teammates
    • Account & billing
      • Plans & pricing
      • Invoices & receipts
      • Cancel subscription
    • Security
      • SSO / SAML setup
      • Two-factor authentication
    • Developers
      • API reference
      • Webhooks
      • Rate limits

Tasks (4)

  1. Your SSO login stopped working. Where would you look first?
  2. Where would you download last month's invoice?
  3. Where would you read about API rate limits?
  4. Where would you find steps to invite a new teammate?

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