Case Studies in Web-based Embedded User Assistance Scott DeLoach © Copyright 2004, User First...

Case Studies in Web-based Embedded User Assistance

Scott DeLoach

© Copyright 2004, User First Services

Three types of information field-level conceptual procedural

Overview


Reminders"What does this acronym mean?"

Exceptions"What if I have two middle names?"

Relationships and dependencies"How do these settings relate to each other?"

Field-level questions


Embed as much as possible Link to conceptual and procedural Help

topics when necessary (and possible) Group related field-level topics to increase

usability

Field-level UA goals


Overviews Labels DHTML popup layers Popup windows Dedicated UA panel

Field-level UA options


Field labels – example

eloan.com

field-level UA© Copyright 2004, User First Services

Field labels – pros and cons

Pro Very useful and easy to use

Cons Do not scale well to support all fields Very limited amount of information


DHTML popups – example

nationalcitymortgage.com


DHTML popups – pros and cons

Pro Can include a large amount of information

Cons Usually cannot include links Must be "found" by users


Popup windows – example

apple.com


Popup windows – pros and cons

Pros Can use a HAT to develop topics Can include links and navigation Can include an "unlimited" amount of information

Con Often obscure application window


Dedicated panel – example

alamo.com


Dedicated panel – pros and cons

Pros Can include a large amount of information Very easy to use

Con Difficult to add to an existing application


Navigation"Am I on the right page?"

Features and limitations"Can I save this information?"

Goals"What can I do with this application?"

Conceptual questions


Embed vital information and warnings Link Help for background, introductory, and

advanced information

Conceptual UA goals


Overviews

Labels DHTML popup layers

Popup windows Dedicated UA panel

Conceptual UA options


Page overviews – example

conceptual UA© Copyright 2004, User First Services

Page overviews – pros and cons

Pro Appear in a prominent position, so they are more likely

to be read

Con Usually ignored if longer than ~2 sentences



msdn.microsoft.com



Pro Save space by layering information

Cons Can be confusing to novices Opener can be confused with a hyperlink


Dedicated panel – example A

bankofamerica.com


Dedicated panel – example B

fidelity.com



Pros Can provide adequate answers to multiple questions Very easy to use



Task Steps"How do I complete my task?"

High-level process"What do I do next?"

Expectations"How long will this take?"

Procedural questions


Embed UA for most common tasks Link to Help for less common tasks

Procedural UA goals


Overviews

Labels DHTML popup layers

Popup windows Dedicated UA panel

Procedural UA options



Pros Can include detailed instructions Can appear in the main task area to keep the user focused

Cons UA temporarily replaces part of the UI Opener can be confused with a hyperlink


Dedicated panel – example Aprocedural UA


Dedicated panel – example B

neimanmarcus.com



Pros Always available—user does not have to ask for help Easy to see the help and the application at the same time



UA approach comparison

Labels DHTMLpopups

Popup windows

Dedicated panel

Amount of information

Links and navigation

Ease of use

Ease of retrofitting into an existing application

Ease of implementing with a new application

Poor Good


Feel free to e-mail me. Or, catch me later at the conference!

Scott DeLoachFounding Partner, User First Services, [email protected]

Questions?


Case Studies in Web-based Embedded User Assistance Scott DeLoach © Copyright 2004, User First...

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