No matter how intuitive our interface is, there is always a need for a helpful assistance. What is the history of online help and what are the methods that will allow us to create a really usable, friendly and assisting help?

1. Help!
creating an
assistance
that really
works.
| Tal Florentin

2. I wrote a great book.

3. If I were you I’d read it: UXBook.co.il

4. We try to create intuitive products…

5. …but people still need help.

6. Sometimes because they need a sophisticated solution.

7. …and sometimes because they are just not SMART.

8. www.flickr.com/photos/joestump/3950901167/in/photostream/
In the beginning – there were User Manuals.

9. …but people thought those were written in Chinese…

10. Some people say that only old people read user manuals.

11. They are right…

12. Then came that /? online help.

13. Then came Windows.

14. stepsandleaps.wordpress.com
Then came Microsoft Bob.

15. toastytech.com
Bob wanted to help….

16. She is the one responsible for BOB.
jillstanek.com

17. She is married to Bill.
seattleweekly.com

18. Bill wanted to get his X
telegraph.co.uk

19. …so Bob got promoted.

20. Bob turned into Clippy.
domn.sopca.com

21. Clippy tried to help…
domn.sopca.com

22. domn.sopca.com
The world hated Clippy

23. Then came F1.

24. Then Microsoft tried to help…

25. www.flickr.com/photos/benny_lin/191393604/
Help seemed like a dead end.

26. We know different types of help.

27. A flashlight shows the way but doesn’t tell us where to go.

28. www.flickr.com/photos/richardleonard/236295670/
A lighthouse tells where to go, but doesn’t show the way.

29. www.flickr.com/photos/calsidyrose/4925267732/
A compass tells you the direction, but doesn’t lead the way.

30. A good help combines these three.

31. There is a secret formula for good help.

32. Here it is.

33. User Manuals Online Help Assistant
Let’s check it out.

34. User Manuals Online Help Assistant

35. User Manuals Online Help Assistant

36. User Manuals Online Help Assistant

37. User Manuals Online Help Assistant

38. beauxartstrio.org
There are three solutions.

39. Variation over Store.Apple.com
A variation concept
over Apple’s
store screens, where the
question mark opens an
assisting help in the right
place at the right time.
Inline help. It is there – Just ask.

40. Variation over Store.Apple.com
A variation concept
over Apple’s
store screens, where the
question mark opens an
assisting help in the right
place at the right time.
Inline help. It is there – Just ask.

41. YouTube.com
YouTube’s floating
assistance telling us
about the new UI
Floating help. There to begin with.

42. Pulse iphone app.; Plictu app.
Pulse and Piictu’s floating
explanation screen. Seen
a lot on mobile apps and
not enough on Web and
desktop products
Floating help. There to begin with.

43. Prezi.com
Prezi.com’s instructing
box, leading the user
through tasks floating
over the screen
Floating help. There to begin with.

44. I’m sure we can
think of something…
Wait. Is Clippy really dead?

45. UXVision’s “Julie” – a visionary
model using an assisting presenter,
leading the user through the usage
of the product and adding info for
each input field
Presenter Help. Clippy reborn. Meet Julie.

46. When Julie is interrupting, you can
ask Julie to disappear. When you
want her back just open her.
Presenter Help. Clippy reborn. Meet Julie.

47. Thank me. | Tal Florentin

48. Drive safely. | Tal Florentin