When users arrive at your docs with a clear task in mind—”I need to export this report” or “I want to reset a password”—they’re not looking for feature overviews or conceptual explanations. They want step-by-step instructions to get something done right now.
But most documentation is organized around features and concepts, not the tasks people are actually trying to accomplish.
Here’s what we’ve learned from hundreds of documentation portals: when task intent is clear but users still struggle, the problem is often in how content is organized and titled, not in the content itself.
When someone searches for “export report,” they’re not looking for an overview of export capabilities. They’re looking for step-by-step instructions to get their data out of the system. If your article titles don’t make it obvious which page has those instructions, users will click through multiple articles, spend 20 seconds on each, and leave frustrated.
This article shows you how to spot task intent in your data, structure content around what users are trying to do, and measure whether your task-based articles are actually helping.
What task-seeking behavior looks like in your data
When users have a specific task in mind, you’ll see:
- Short, action-focused searches: “export,” “delete account,” “reset password”—just the core action
- Multiple clicks on similar titles: One search leads to 3-4 article clicks because users can’t tell which has the instructions
- Low time-on-page: 15-30 seconds per article—scan, realize it’s wrong, leave
- Repeat searches with different phrasing: “export” → “download report” → “save data” in five minutes
- Support tickets starting with “I checked the docs…”: Full-sentence explanations of what they’re trying to do
The pattern is clear: users know what they want to accomplish, but can’t figure out which article will help them do it.
Real story: The export report maze
A SaaS analytics platform had five export-related articles: “Export Options,” “Data Export API,” “Scheduled Exports,” “Export Permissions,” “Export Troubleshooting.”
Over one month: 170+ queries containing “export,” mediocre search-to-click rate (2-3 clicks per search), 12 support tickets per week asking “How do I export my report?”
They analyzed three sources:
Search logs: “export,” “export report,” “download data”—short terms, no pattern about which article users wanted.
Chatbot logs: “How can I export this dashboard to Excel?” “I need to download my report as a CSV but don’t see the export button.” Full sentences with context—much clearer task intent.
Support tickets: Step-by-step questions with “how” in 80% of them.
The problem: ambiguous titles. Users couldn’t tell which of five results would walk them through the task.
What actually fixed it
The team made four changes over two weeks:
- Retitled the main article to signal task focus: Changed “Export Options” to “Export Your Report”—immediately obvious this is the practical, task-based guide.
- Clarified other titles by type: “Export API Reference” (for developers), “About Export Formats” (conceptual explanation), “Set Up Scheduled Exports” (another task, but clearly different). Each title now signaled what kind of content lived inside.
- Restructured “Export Your Report” as a true how-to guide: Prerequisites at the top, numbered steps, screenshots for each non-obvious action, inline troubleshooting (“If you don’t see the Export button, check your permissions”), and three common variations in tabs (one-time export / scheduled / bulk).
- Added a quick reference section at the bottom: Links to related tasks and concepts for users who needed to go deeper after completing the basic task.
Within three weeks, the results were clear:
- Search-to-click improved: users now clicked one article per search instead of three.
- Time on “Export Your Report” jumped from an average of 22 seconds to 1 minute 48 seconds—people were reading the instructions.
- Support tickets asking “how do I export” dropped from 12 per week to 2.
The content itself barely changed. The task focus and title clarity changed everything.
The search box limitation: People don’t type “how”
Here’s an important constraint when analyzing search logs: most users don’t type “how do I…” into a search box. They type short, declarative keywords: “export,” “permissions,” “delete.” Search queries are efficient and stripped of conversational phrasing.
This makes it harder to spot task intent from search data alone. You can see what topics people are interested in, but not always what they’re trying to do.
Where to find clearer task signals
Chatbot or AI assistant logs: Users write full sentences here. “How do I merge contacts without losing data?” “I’m trying to export but the button is grayed out.” This gives you the task, context, and user phrasing.
If using ClickHelp’s AnswerGenius, the AnswerGenius Report shows what users ask and where the bot couldn’t answer—direct signals of missing task content.
Support tickets: Users explain what they’re trying to do. Pull 20-30 recent tickets and note: which verbs appear (change, reset, delete), what contexts (without losing data, before quarter ends), what obstacles (can’t find, grayed out).
Search logs + click patterns: Combine with behavior: low search-to-click rate, multiple clicks per search, high volume but low engagement all indicate title problems or missing task content.
Why article titles are critical for task-seeking users
When a user sees search results for “export,” they scan the titles in 2-3 seconds. They need to quickly identify: Is this a how-to guide, a conceptual overview, or a technical reference?
Ambiguous titles force users to guess, leading to wasted time and frustration.
Examples of ambiguous titles
| Ambiguous title | User’s question |
| “Export Options” | Is this an overview or instructions? |
| “Data Export” | Concept? Tutorial? API docs? |
| “Working with Exports” | Too vague—what will I learn? |
| “Permissions” | About permissions, or how to set them? |
Examples of clear, type-signaling titles
| Clear title | What it signals |
| “Export Your Report” | Task-based, practical instructions |
| “About Export Formats” | Conceptual explanation |
| “Export API Reference” | Technical reference for developers |
| “Set Up Scheduled Exports” | Specific task (different from one-time export) |
| “Configure User Permissions” | Task-based |
| “Understanding Permission Levels” | Conceptual |
Notice the pattern: task-based articles lead with a verb and speak directly to the user (“Export Your Report,” “Configure User Permissions”). Conceptual articles use “About” or “Understanding.” Reference docs say “Reference” or “API.”
The Diataxis framework for content classification
The Diataxis framework divides documentation into four types: Tutorials (learning-oriented lessons), How-to guides (task-oriented solutions), Reference (technical specs), and Explanation (conceptual understanding). Using this framework helps you classify content and write titles that clearly signal type. Users instinctively understand the difference—they just need titles that communicate it.
The 3-source audit: Search + Bot + Support
Here’s a practical workflow you can run in about 45 minutes to identify where you need task-based content.
Step 1: Analyze search logs (15 minutes)
- Pull your top 20-30 search terms for the last month from your docs site (GA4, CMS logs, or your documentation platform).
- Identify action-related terms: Look for verbs or noun phrases that imply action—export, configure, delete, reset, move, share, install, remove.
- Check search-to-click rate: For each action term, how many users clicked a result? If the rate is low (<40%), users may not be finding what they need or titles aren’t clear.
- Note repeat searches: Are there patterns where users search once, then search again with different phrasing? This often indicates they didn’t find the answer the first time.
Step 2: Review chatbot and support phrasing (20 minutes)
If you have a chatbot or AI assistant:
- Look at the last 50-100 questions users asked.
- Identify “how do I…” and “I’m trying to…” phrasing.
- Group by feature or action (export, permissions, setup, etc.).
- Note any questions the bot couldn’t answer or had to escalate.
If you don’t have a chatbot:
- Pull 20-30 recent support tickets related to documentation or “how to” questions.
- Extract the task language: what verbs, what contexts, what obstacles?
- If tickets are tagged by feature, group them and look for common phrasing within each group.
Step 3: Map to existing content (10 minutes)
- For your top 3 action terms (e.g., export, configure permissions, delete account), do you have a clear task-based article?
- Is the title unambiguous? Does it clearly signal “this is the practical how-to”?
- If you’re missing a task article for a top action, add it to your backlog.
- If you have the content but the title is vague, rename it this week.
That’s it. You now have a prioritized list of where task-based content is needed or where titles need clarification.
How to track task-based content effectiveness
You don’t need a specialized tool to measure whether your task articles are working. Most of these metrics are available in Google Analytics 4, and some are in your CMS or documentation platform.
Key metrics to track
Time on page: Task-based articles should show 1-2+ minutes of engagement. If users spend only 20-30 seconds on a how-to guide, the instructions aren’t clear or complete.
Engagement rate: Aim for 60-75% or higher. This measures sessions where users stayed engaged (more than 10 seconds, conversion event, or multiple page views).
Search-to-click patterns: Do users land on one clear article and stay there, or visit 3-4 articles in quick succession? Multiple jumps indicate poor title clarity or missing task content.
What good task-article metrics look like
Here’s a rough benchmark based on what we see in well-performing documentation:
| Metric | Poor | Good | Excellent |
| Time on task article | <30 seconds | 1-2 minutes | 2-4 minutes |
| Engagement rate | <40% | 60-75% | >80% |
| Search-to-click | <30% | 50-70% | >75% |
| Repeat searches (same user) | >40% | 10-20% | <10% |
These aren’t universal standards—adjust for your content complexity and audience—but they give you a starting reference point.
Where to look depending on your tools
Most CMS platforms (WordPress with Site Kit, Drupal with Search API, Joomla Smart Search) provide built-in search analytics showing what people type and what they click.
If you’re using ClickHelp, you get more structured access:
- Search Queries Report: Filter by no-result queries, export data for analysis.
- Topic Views and Ratings: Spot articles with high traffic but low engagement.
- AnswerGenius Report: Analyze conversational questions and identify coverage gaps.
If you’re using ClickHelp: Templates and Ask Your Docs
Topic Templates for consistency
Create custom templates so your team can start task-based articles with the right structure already in place—prerequisites, numbered steps, troubleshooting, related tasks.
When creating a new article, writers select your template and the structure is ready. Develop templates collaboratively, store them centrally, train writers on usage, and regularly review and improve them. About Topic Templates
Ask Your Docs for draft validation
Test whether your documentation can answer task questions before publishing. Ask Your Docs queries your entire documentation using the same AI logic readers use with AnswerGenius.
Ask “How do I export a report to Excel?” and see if it finds a clear answer. If not, your readers won’t either. Especially useful for spotting information scattered across multiple articles instead of one coherent how-to guide. Guide: Ask Your Docs
Checklist for a good task-based article
🔲 Title signals task: “Export Your Report,” “Configure Permissions”
🔲 First sentence sets context: “You want to export your dashboard data to Excel.”
🔲 Prerequisites up front: “You need Editor role and finalized report.”
🔲 Numbered, concise steps: One clear action per step.
🔲 Screenshots for non-obvious UI: Where users commonly get stuck.
🔲 Inline troubleshooting: “If you don’t see Export, check permissions.”
🔲 Common variations in one article: Use tabs or subsections.
🔲 Related tasks linked at end: “Next: Set up scheduled exports”
Make it a habit: Monthly task review
Monthly process: Pull top 20-30 search terms. Review chatbot/support tickets. Identify top 3 action terms without clear task articles. Fix one. Next month, check if metrics improved.
Track over time: search-to-click rate (should increase), time on task articles (should increase), support tickets with “how do I” phrasing (should decrease).
When users find the task article but still contact Support
If metrics show users are finding your article but support tickets haven’t decreased, you’ve solved findability—now fix content quality.
Common issues: vague steps, missing screenshots for ambiguous UI, buried prerequisites, examples that don’t match common scenarios.
Quick fixes: Add a one-sentence “quick answer” at the top, make steps more specific, add screenshots for decision points, call out prerequisites explicitly, and test with a real user outside your team.
Takeaways
- Search logs show what people type (short keywords), but chatbot and support logs show how they ask (full task questions). Combine all three sources to understand task intent.
- Article titles must clearly signal content type: Use verbs and direct language for task guides (“Export Your Report”), use “About” or “Understanding” for concepts, and “Reference” for technical specs.
- The Diataxis framework helps classify documentation into tutorials, how-to guides, reference, and explanation. Clear classification makes titles less ambiguous.
- Track engagement metrics to see if task articles are working: Time on page (should be 1-2+ minutes), engagement rate (should be >60%), search-to-click (should improve over time), and support ticket reduction (ultimate validation).
- Make this a monthly habit: Review top search terms, identify missing task content, fix one article, track results.
Once users can find the right article and the article clearly walks them through the task, documentation starts doing its job. That’s when support tickets drop, engagement goes up, and your team can focus on what’s next instead of answering the same questions over and over.
Good luck with your technical writing!
Author, host and deliver documentation across platforms and devices
FAQ
People don’t type “how do I” in search. How do I find task intent?
Look at chatbot logs and support ticket phrasing—that’s where full questions live. In search logs, focus on action verbs (export, configure, delete) and low click-through rates.
How do I make article titles less ambiguous?
Lead with action verbs for tasks (“Export Your Report”). Use “About” or “Understanding” for concepts. Use “Reference” or “API” for technical specs. Signal the content type in the title.
What’s the difference between a tutorial and a how-to guide?
Tutorials teach a skill through a lesson (learning-oriented). How-to guides solve a specific problem with instructions (task-oriented). Tutorials teach; how-tos solve.
What if users want to do the same task in 3 different ways?
Keep it in one article with subsections or tabs. Example: “Export Your Report” with sections for one-time, scheduled, and bulk export.
Which metrics matter most?
Time on page (1-2+ minutes ideal), engagement rate (>60%), and support ticket reduction. Track search-to-click rate improvement over time.
