Welcome to a session on User Assistance for Applications Rajesh Jha [email_address]

Welcome

to a session on

User Assistance

for Applications

Rajesh Jha

[email_address]

Overview and Objective No matter how well you design your User Interface, there will be times when your user would need assistance. User Assistance Model forms an integral part of Information Architecture for any application. The assistance includes print documentation, embedded help and online help. After going through this presentation attentively, you will be able to: 1. Define User Assistance 2. Describe different types of User Assistance 3. Describe different presentation modes of User Assistance Describe a methodology for designing User Assistance Design User Assistance for simple and average application screens

No matter how well you design your User Interface, there will be times when your user would need

assistance. User Assistance Model forms an integral part of Information Architecture for any application.

The assistance includes print documentation, embedded help and online help.

1. Define User Assistance

2. Describe different types of User Assistance

3. Describe different presentation modes of User Assistance

Describe a methodology for designing User Assistance

Design User Assistance for simple and average application screens

What is User Assistance Help FAQ Tooltip Which words come to your mind when we refer to User Assistance in an application? Printed (Help) Documents

What is User Assistance User assistance in an application refers to various types of content designed to assist users to complete a task. They can be in the form of: Embedded User Assistance (EUA) that is part of the User Interface (UI) itself. It is an assistance and performance support that is embedded in the UI. Online Help System (online manuals, tutorials and other task-oriented modules of information) which is secondary to UI. Printed Document

User assistance in an application refers to various types of content designed to assist users to complete a task.

They can be in the form of:

Embedded User Assistance (EUA) that is part of the User Interface (UI) itself.

It is an assistance and performance support that is embedded in the UI.

Online Help System (online manuals, tutorials and other task-oriented modules of information)

which is secondary to UI.

Printed Document

Need of User Assistance Applications aren’t always perfect. Users would need assistance sometime or the other while using an application. Users differ from one another in many ways. They may be experienced or beginners, old or young, skilled experts or novice users, rural or urban. Depending upon the user type and their goals, you would need to design User Assistance model for your application.

Applications aren’t always perfect. Users would need assistance sometime or the other while using an application.

User Assistance What information/assistance/help user would need to enter these fields?

User Assistance Example for novice users Some mechanism for retrieving password if the user forgets it

User Assistance Can you identify User Assistance need in this window?

User Assistance Some users might not know what Remote Assistance is. Some users might want to know the implications if they check this box. The options might be confusing for novice users. They might want to know more about it.

User Assistance Examples of User Assistance

User Assistance Few more examples

User Assistance Can you guess what kind of User Assistance is used to describe these icons?

Forms of User Assistance Embedded User Assistance Online Help System Part of UI itself Printed Mannuals Out of scope for this presentation Secondary to UI Advantages Disadvantages Advantages Disadvantages Latest Trends

Embedded User Assistance

Forms of User Assistance Embedded User Assistance Online Help System Tooltips Online Manual Examples Tutorials Instructions Detailes explainantions Screen Descriptions Concepts Notes Procedures Wizards Overviews Message/dialog box Getting oriented Trouble shooting FAQ’s Status bars Mail from tech team Printed Mannuals Out of scope for this presentation

Embedded User Assistance

User Assistance Model Fig 1 User Assistance Modal for Applications Application Embedded User Assistance Help Window Online Manuals Tutorials FAQs Email From Tech Support Web Based Kn owledge Resources Wizard Trouble shooting User Printed Document

Standard User Assistance Types

Process for Designing User Assistance

Process for Designing User Assistance

Process for Designing User Assistance Designing User Assistance – Example Online Access of Bank Account Existing Customer New Customer User ID: Click continue button to create a new User ID and Password. Continue Login Screen Window type Password: Remember my User ID Login

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Online Access of Bank Account Existing Customer New Customer User ID: Click continue button to create a new User ID and Password. 1 User might forget what their User ID is. User would need steps to retrieve their User ID. User Assistance Need 2 User might forget what their Password is. User would need steps to retrieve their Password. 3 2 3 Few users might not be know what “remember their User ID” means. 1 Continue Password: Remember my User ID Login

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Online Access of Bank Account New Customer Click continue button to create a new User ID and Password. 1 User might forget what their User ID is. User would need steps to retrieve their User ID. Procedural User Assistance Type 2 User might forget what their Password is. User would need steps to retrieve their Password. Procedural 3 Few users might not be know what “remember their User ID” means. Concept Continue Existing Customer User ID: 2 1 Password: Remember my User ID Login 3

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Online Access of Bank Account New Customer Click continue button to create a new User ID and Password. 1 User might forget what their User ID is. User would need steps to retrieve their User ID. Procedural - Wizard Presentation Modes 2 User might forget what their Password is. User would need steps to retrieve their Password. Procedural – Wizard 3 Few users might not be know what “remember their User ID” means. Concept – Online Help Continue Existing Customer User ID: 2 1 Password: Remember my User ID Login 3

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Online Access of Bank Account New Customer Click continue button to create a new User ID and Password. 1 User might forget what their User ID is. User would need steps to retrieve their User ID. Procedural - Wizard Implementation 2 User might forget what their Password is. User would need steps to retrieve their Password. Procedural – Wizard 3 Few users might not be know what “remember their User ID” means. Concept – Online Help Continue Existing Customer User ID: 1 Password: Remember my User ID Login Forgot User ID?

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Online Access of Bank Account New Customer Click continue button to create a new User ID and Password. 1 User might forget what their User ID is. User would need steps to retrieve their User ID. Procedural - Wizard Presentation Modes 2 User might forget what their Password is. User would need steps to retrieve their Password. Procedural – Wizard 3 Few users might not be know what “remember their User ID” means. Concept – Online Help Continue Existing Customer User ID: 2 Password: Remember my User ID Login Forgot User ID or Password?

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Online Access of Bank Account Existing Customer New Customer User ID: Password: Click continue button to create a new User ID and Password. 1 User might forget what their User ID is. User would need steps to retrieve their User ID. Procedural - Wizard Presentation Modes 2 User might forget what their Password is. User would need steps to retrieve their Password. Procedural – Wizard 3 Few users might not be know what “remember their User ID” means. Concept – Online Help Forgot User ID or Password? Remember my User ID What is this? Login Continue 3

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Online Access of Bank Account Existing Customer New Customer User ID: Password: Click continue button to create a new User ID and Password. 1 User might forget what their User ID is. User would need steps to retrieve their User ID. Procedural - Wizard User Testing 2 User might forget what their Password is. User would need steps to retrieve their Password. Procedural – Wizard 3 Few users might not be know what “remember their User ID” means. Concept – Online Help Forgot User ID or Password? Remember my User ID What is this? Login Continue Test & Iterate

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Access Your Account Online I have an ID and Password User ID Password Login Click continue below to create a new User ID and Password. It only takes a few minutes. Continue Enter an existing User ID and Password Remember my User ID What is this? Forgot User ID or Password? I need to create a User ID and Password This site is secure Final Design

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Access Your Account Online I have an ID and Password User ID Password Login Click continue below to create a new User ID and Password. It only takes a few minutes. Continue Enter an existing User ID and Password Remember my User ID What is this? Forgot User ID or Password? I need to create a User ID and Password This site is secure Navigation

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Navigation Access Your Account Online I have an ID and Password User ID Password Login Click continue below to create a new User ID and Password. It only takes a few minutes. Continue Enter an existing User ID and Password Remember my User ID What is this? Forgot User ID or Password? I need to create a User ID and Password This site is secure X - Checking the "Remember My User ID" box will securely store your User ID on the computer you are currently using. For your security, only your User ID will be saved. You will still be required to enter your Password to access your accounts. To turn off this feature, simply uncheck the box at any time. Close Sample Title

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Access Your Account Online I have an ID and Password User ID Password Login Click continue below to create a new User ID and Password. It only takes a few minutes. Continue Enter an existing User ID and Password Remember my User ID What is this? Forgot User ID or Password? I need to create a User ID and Password This site is secure Navigation

Designing User Assistance – Example

Process for Designing User Assistance Designing User Assistance – Example Retrieve Your User ID and/or Password – Step 1 of 3 Step 1 Continue This site is secure Navigation

Designing User Assistance – Example

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