Add information architecture heuristics to process documentation

documentation/README.md

@@ -12,4 +12,5 @@ If you're interested in contributing to the [NGINX documentation website](https:
 
 ## Topics
 
+- [Information architecture heuristics](/documentation/ia-heuristics.md)
 - [Proposals](/documentation/proposals/README.md)

documentation/ia-heuristics.md

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+# Information architecture heuristics
+
+This document describes some of the heuristics that the NGINX DocOps team uses to examine information architecture.
+
+It is intended as reference information for discussions and work management artefacts (Such as reports or issues).
+
+These heuristics are an adaptation of work done by [Abby Covert](https://abbycovert.com/).
+
+## Overview
+
+| Name                            | Description                                             |
+| --------------------------------| ------------------------------------------------------- |
+| [Accessible](#accessible)       | Where and how is information being accessed?            |
+| [Clear](#clear)                 | Does the user have clear and essential information?     |
+| [Communicative](#communicative) | Can the user anticipate content based on the structure? |
+| [Controllable](#controllable)   | Does the user retain agency throughout a process?       |
+| [Credible](#credible)           | Can the user trust the information?                     |
+| [Delightful](#delightful)       | Does the user experience feel fun and easy?             |
+| [Findable](#findable)           | Is information easily discoverable for users?           |
+| [Learnable](#learnable)         | Is navigating information familiar to the user?         |
+| [Useful](#useful)               | Does the information lead to the intended result?       |
+| [Valuable](#valuable)           | Is the information provided valuable, and how?          |
+
+## Accessible
+
+- Is the information accessible through the most common mediums and devices?
+- How does the information behave when perceived through other means?
+- Does the information match or exceed any compliance guidelines?
+
+_Accessible_ concerns how navigable the information is by users. A user should be able to traverse content using any input method, browser or device desired.
+
+If critical details are not available to a user based on the method they use to access information, it is not accessible.
+
+## Clear
+
+- Is the information easy to understand and explain?
+- How does the structure reduce noise for the user journey?
+- Does the structure fulfil the expectations of the user persona?
+
+_Clear_ concerns whether or not the information aligns with the user's background and if it is devoid of distractions.
+
+The structure should streamline the user experience for navigating and reading information, allowing them to understand intent without ambiguity.
+
+## Communicative
+
+- Is the structure effective in recognising the user's state?
+- Are the structure and information consistent?
+- How does the structure support the information being shared?
+
+_Communicative_ concerns the effectiveness of the user journey.
+
+A user should be able to make informed decisions about their actions in a timely manner, and able to orient themselves within the structure.
+
+## Controllable
+
+- Is the process state clear for a task from the information?
+- Can the user anticipate errors or mistakes?
+- Are important controls clearly marked?
+
+_Controllable_ concerns where information leads a user and how that affects them. They should be aware of the consequences when following instructions.
+
+If a document leaves a user in an inoperable state, it is not controllable. This could be caused by incomplete information, or information split across multiple places reliant on context to finish a task.
+
+## Credible
+
+- Is the tone and focus of the information consistent?
+- Can the user trust the accuracy of the information?
+- When and how is information updated?
+
+_Credible_ concerns trust in the information provided. If the tone or presentation of information is unclear, it may build uncertainty for a user.
+
+The credibility of information can be considered based on where it exists in overall structure, and indicators of how recently it was updated.
+
+## Delightful
+
+- Does the structure make a task feel easy?
+- Is supporting information provided where useful?
+- How does the information exceed expectation?
+
+_Delightful_ is the step beyond fulfilling basic expectations.
+
+This concerns overall quality of the user experience, such as smooth transitions between mediums and useful recommendations.
+
+## Findable
+
+- Is it easy for users to locate information?
+- What methods are available for users to discover information?
+- Does the information translate effectively for non-human users?
+
+_Findable_ concerns how a user discovers and traverses your collection of information.
+
+This can reflect the navigation tree or sitemap of a website, as well as contextual links between information. It is also related to how the information is percieved through search mechanisms.
+
+## Learnable
+
+- Is the structure clear and easy to understand?
+- Is the structure memorable?
+- How does the structure help someone understand the information?
+
+_Learnable_ concerns whether or not the structure makes sense to a user, and how it shapes their mental model of information.
+
+This can be examined from multiple angles, such as if the structure is consistent across products, or if it matches their journey.
+
+## Useful
+
+- Is the information correct?
+- Is the information complete?
+- Does the information serve both existing and new users?
+
+_Useful_ concerns the baseline for the user experience by enabling them to complete tasks.
+
+Information is useful if it accomodates new and old users, and if it enables them to concisely navigate through context with confidence.
+
+## Valuable
+
+- Is the information desireable to the user?
+- Does it fulfill expectations across all channels?
+- How is success quantified?
+
+_Valuable_ concerns if the information is desireable, and if the story presented compelling to the user.
+
+This can be emphasized by highlighting information that aligns with the user's mental models and the tangible benefits of a particular use case.