The Extended Interface
The Extended Interface
Even though we attempt to design our User Interfaces so people do not need to use a manual, it is still vital to have a good manual.
Surveys show that people do use manuals and online help when they can’t figure out how to do something.
Without a good manual and/or online help, users will have no where else to turn but to telephone or e-mail technical support, which is very expensive.
The Extended Interface
You must also consider that in complex applications (even perhaps your lighting system) there will be many functions that users use infrequently.
For infrequently used features a manual and/or good online help is critical.
In the design process you should always be on the look-out for potential problems and places that would benefit from a manual or on-line help entry.
The Extended Interface
Developing the help system along with your system is what we call an integrated design approach.
Using an integrated design approach you can develop an extended interface system that fully supports your application, reduces user anxiety and saves money.
The Extended Interface
That said, be sure that your online help system or manual is not there to make up for a badly designed interface.
If you find that your interface needs an considerable amount of help screens or manual explanation, consider doing a redesign.
The Extended Interface
Let’s take sometime and list the elements that make up a good manual and a good online help system.
The Extended Interface List
Consistency in design and style
Speak the users language
Be brief, don’t give the users just what they need to accomplish their task.
Edit material to the bare essentials.
Don’t include background or historical information unless it is vital to understanding how to use the application.
Don’t market--they have already bought the product.
The Command Reference
The Command Reference section of a manual includes detailed descriptions of each command, including seldom-used information such as keyboard equivalents, hidden options, maximum and minimum sizes of data objects, etc.
This information will be most useful to more experienced users who are pushing your system to its limits.
The Command Reference
Many users, however, will never need the Command Reference section. It shouldn't be required to complete the reference tasks on which your task-centered design has focussed, and it is the first section you should eliminate for smaller systems.
When writing the command reference, you can be more technical.
The Command Reference
The command reference organization can be difficult.
For command line systems it is simply an alphabetical list.
However, for graphical systems it is more difficult. One way is to organize it hierarchically.
The Super Index
The vocabulary problem--no matter what you call an item, 80% of the users of your system will naturally call it something else.
The Super Index helps overcome the vocabulary problem for manuals.
What it does is to take a number of similar concepts for commands and set references to them in the index.
On-Line Help
On-line help holds great promise for getting users the help they need on a particular feature quickly.
Already a number of applications use on-line help very efficiently (VB and Execl).
Problems with on-line help include a limited amount of space to display text.
Keep it brief.
On-Line Help
If it cannot be displayed briefly, consider creating a Wizard to guide your users through the process step by step.
Training
Your training program should also be developed along with your system.
Those who will be involved in developing the training materials should play key parts in the development of the system, its on-line help, and the manual.
Any training system should be designed to provide the users with hands-on use of the system.
Customer Support
Phone, e-mail and fax, are all possible ways for users to get technical support for your system
All are relatively expensive options, especially if a human needs to be involved.
However, good technical support normally makes or breaks products in the highly competitive software market.
Customer Support
All customer support problems should be logged and analysis and identification of the most common problems should be an ongoing process.
It is part of the development curve of user interfaces to collect this data and make changes based on it.
Customer Support
Be sure your customer support people have the resources and training to do their job effectively.
Training in customer support is important. How to conduct yourself and how to handle angry customers is vital to product success.
Practice with designers is important to getting support right.