What Do Users Want Most From User Assistance? Affirmation and Confirmation

Matthew Ellison, at the UA Europe 2010 conference, presented some fascinating results from a user assistance research project undertaken with the University of Portsmouth (full details will be in the December 2010 issue of Communicator magazine).

What users wanted most (47%) was affirmation and confirmation types of user assistance. This is almost twice what they wanted of the "How do I...?" stuff. Naturally, there are always some caveats that come into play when interpreting these kinds of findings for your own business. However, based on my own observations and Applications User Experience team research, the need to inform users in advance as to consequences of their actions, how data is used, and so on, and then confirm their actions or application responses, is broadly in line with enterprise user assistance requirements too.

In Oracle Fusion Applications user assistance, we already have writing patterns that allow us to easily write DITA-based online help topics informing users in advance about consequences of decisions. However, we also provide this information contextually within the task flow using embedded help on editable fields, warning messages, and then confirming results and actions using confirmation messages. Using embedded help and messages together like this enhances productivity as the user can immediately be informed of the consequences of their actions and then see a confirmation when done, enhancing productivity.

The Application Developer Framework (ADF) Faces component demos (available for download here) show what field-level embedded help is possible (for example, see the shortDesc property on the inputText component as shown in figure 1), as well as how warning (figure 2) and confirmation (figure 3) types of messages work (see the Messages component).

shortdesc_note_inputText.png

Figure 1: Embedded Help in Note Window on Editable Field

warning.png

Figure 2: Warning Message

confirmation.png

Figure 3: Confirmation Message

Check out the demos and just see what a rich user experience is possible!

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Oracle applications user experience (UX) assistance. UX and development outreach of all sorts to the apps community, helping to design and deliver usable apps.

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Ultan Ó Broin. Director, Global Applications User Experience, Oracle Corporation. On Twitter: @ultan

See my other Oracle blog about product globalization too: Not Lost in Translation

Interests: User experience (UX), user centered design, design patterns, tailoring, BYOD, dev relations, language quality, mobile apps, Oracle FMW and ADF, and a lot more.

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