Deploying Mobile User Assistance

David WaghalterSymantec

Do Mobile Apps Need Help?

Where does Help live?

Where does Help live? Browser

Where does Help live? In-app

Content: type and length

Does your app need user assistance?

• Yes!

• Does your user need assistance?

• Competitive advantage

• Secondary/Hidden features– check UI!

• Is it imperfect?

Where is Help?• Where is your user?

• Who is your user? – How do they pay for data– How much space on device?

• Infrastructure:– Server– mobile optimization– authoring environment– Localization– metrics

Seriously, where is Help?• How complex are tasks

– How much content do you need

• Do you need to control user experience – at least let user know what to expect

• Do you want to restrict content to device users?– Sharing, marketing, and whatnot

Content itself• What kind of metrics do you need/how will

you track them (topic-based?)

• How-to vs About

• Terminology

• Standalone vs Desktop extension

• Content reuse

David WaghalterSymantecdavid_waghalter@symantec.comdwaghalter@gmail.com@davidwagUA