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Case Studies in Web-based Embedded User Assistance
Scott DeLoach
© Copyright 2004, User First Services
Three types of information field-level conceptual procedural
Overview
© Copyright 2004, User First Services
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
© Copyright 2004, User First Services
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
© Copyright 2004, User First Services
Overviews Labels DHTML popup layers Popup windows Dedicated UA panel
Field-level UA options
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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
field-level UA© Copyright 2004, User First Services
DHTML popups – example
nationalcitymortgage.com
field-level UA© Copyright 2004, User First Services
DHTML popups – pros and cons
Pro Can include a large amount of information
Cons Usually cannot include links Must be "found" by users
field-level UA© Copyright 2004, User First Services
Popup windows – example
apple.com
field-level UA© Copyright 2004, User First Services
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
field-level UA© Copyright 2004, User First Services
Dedicated panel – example
alamo.com
field-level UA© Copyright 2004, User First Services
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
field-level UA© Copyright 2004, User First Services
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
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Embed vital information and warnings Link Help for background, introductory, and
advanced information
Conceptual UA goals
© Copyright 2004, User First Services
Overviews
Labels DHTML popup layers
Popup windows Dedicated UA panel
Conceptual UA options
© Copyright 2004, User First Services
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
conceptual UA© Copyright 2004, User First Services
DHTML popups – example
msdn.microsoft.com
conceptual UA© Copyright 2004, User First Services
DHTML popups – pros and cons
Pro Save space by layering information
Cons Can be confusing to novices Opener can be confused with a hyperlink
conceptual UA© Copyright 2004, User First Services
Dedicated panel – example A
bankofamerica.com
conceptual UA© Copyright 2004, User First Services
Dedicated panel – example B
fidelity.com
conceptual UA© Copyright 2004, User First Services
Dedicated panel – pros and cons
Pros Can provide adequate answers to multiple questions Very easy to use
Con Difficult to add to an existing application
conceptual UA© Copyright 2004, User First Services
Task Steps"How do I complete my task?"
High-level process"What do I do next?"
Expectations"How long will this take?"
Procedural questions
© Copyright 2004, User First Services
Embed UA for most common tasks Link to Help for less common tasks
Procedural UA goals
© Copyright 2004, User First Services
Overviews
Labels DHTML popup layers
Popup windows Dedicated UA panel
Procedural UA options
© Copyright 2004, User First Services
DHTML popups – example
USPS (in post office)
procedural UA© Copyright 2004, User First Services
DHTML popups – pros and cons
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
procedural UA© Copyright 2004, User First Services
Dedicated panel – example Aprocedural UA
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Dedicated panel – example B
neimanmarcus.com
procedural UA© Copyright 2004, User First Services
Dedicated panel – pros and cons
Pros Always available—user does not have to ask for help Easy to see the help and the application at the same time
Con Difficult to add to an existing application
procedural UA© Copyright 2004, User First Services
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
© Copyright 2004, User First Services
Feel free to e-mail me. Or, catch me later at the conference!
Scott DeLoachFounding Partner, User First Services, [email protected]
Questions?
© Copyright 2004, User First Services