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Deploying mobile user_assistance_waghalter

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  • 1. Deploying Mobile User Assistance David Waghalter Symantec
  • 2. Do Mobile Apps Need Help?
  • 3. Where does Help live?
  • 4. Where does Help live? Browser
  • 5. Where does Help live? In-app
  • 6. Content: type and length
  • 7. Does your app need user assistance?
    • Yes!
    • Does your user need assistance?
    • Competitive advantage
    • Secondary/Hidden features
      • check UI!
    • Is it imperfect?
  • 8. 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
  • 9. 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
  • 10. 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
  • 11. David Waghalter Symantec [email_address] [email_address] @davidwagUA