UXD: User Experience Design

Rethinking the Help System in an Ajax World

Bob Moll, Thursday, June 29, 2006 @ 1:30 pm

In desktop applications and the new genre of Ajax applications it's possible to provide contextual information to the user. This is typically done one of two ways. Either real estate is devoted up front to the display of this information, or a pop-up (or slide-in) of some kind emerges.

The ability to contextualize information physically suggests the necessity to rethink the creation of the help system. Not only must we consider what the information must be, but also when and where it will likely be accessed. The help system truly must be a system, not just an encyclopedia of the features of the tool (that is still a good thing to have, nonetheless).

The down side of a highly contextual help system is cost. Someone has to design it, not just write it (you have to do that too). There may be a good middle ground, though. Consider providing specific help access points contextually in your application for the things users are most likely to get stuck on. Provide opportunities for assistance, advice or suggestions in context where the benefits are significant to the task at hand. Let the user easily get the information, and get rid of it when their needs have been met. This approach can deliver value to your users, while keeping the creation and maintenance costs reasonable.

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user experience design User Experience Design

Comments: 1 so far

  1. Hi there! I stumbled upon your blog while searching for, of all things, Java positions for my husband! :-)

    I’m a technical writer, Help developer, and trainer, however. So I was intrigued by your post. I fully agree with you.

    I recently took the plunge and started developing Help in Madcap Flare. While the software still has, um, quirks, the idea is sound. The .Net Help can actually be integrated into the application. It’s no longer the pop-up CHM file or HTML files. It’s something more integral to the app itself. It’s a good start towards what you’re discussing.

    I think the real answer though lies in a combination of elearning and help development. Neil Lasher, of Trainer1 in the UK, has developed a tool called CSL (Context Sensitve Learning). I call it context sensitve help. It delivers just-in-time learning when the user needs it and it delivers it in small chunks - only the information needed at the time. The integration into the application is also seamless. (Check it out here: http://www.trainer1.com/csl_context_sensitive_learning.html).

    The future of Help is changing - finally it’s more than just RoboHelp.

    Comment by Michelle, Wednesday, July 12, 2006 @ 10:32 am

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