In this chapter we will look in detail at the software development process and how HCI fits within it. Here we’ll take a simplified view of four main phases plus an iteration loop, focussed on the design of interaction. | Lecture 16 user support Today’s Outline Users have different requirements for support at different times. User support should be: available but unobtrusive accurate and robust consistent and flexible. Today’s Outline User support comes in a number of styles: command-based methods context-sensitive help tutorial help online documentation wizards and assistants adaptive help. Today’s Outline Design of user support must take account of: presentation issues implementation issues. Overview Users require different types of support at different times. There are four main types of assistance that users require: Quick reference Task-specific help Full explanation Tutorial. Quick Reference Quick reference is used primarily as a reminder to the user of the details of tools he is basically familiar with and has used before. It may, for example, be used to find a particular command option, or to remind the user of the syntax of the command. Quick Reference -- Telnet Quick Reference –Word 2007 Screen Task Specific Help Task-specific help is required when the user has encountered a problem in performing a particular task or when he is uncertain how to apply the tool to his particular problem. The help that is offered is directly related to what is being done. Task Specific Help Example Task Specific Help --PowerP Full Explanation The more experienced or inquisitive user may require a full explanation of a tool or command to enable him to understand it more fully. This explanation will almost certainly include information that the user does not need at that time. Full Explanation – Example In Unix, most programs, and many protocols, functions, and file formats, have accompanying manuals. With the man command, you can retrieve the information in the manual and display it as text output on your screen. man --unix Tutorial This is particularly aimed at new users of a tool and provides step-by-step instruction (perhaps by working through examples) of how to use the tool. . | Lecture 16 user support Today’s Outline Users have different requirements for support at different times. User support should be: available but unobtrusive accurate and robust consistent and flexible. Today’s Outline User support comes in a number of styles: command-based methods context-sensitive help tutorial help online documentation wizards and assistants adaptive help. Today’s Outline Design of user support must take account of: presentation issues implementation issues. Overview Users require different types of support at different times. There are four main types of assistance that users require: Quick reference Task-specific help Full explanation Tutorial. Quick Reference Quick reference is used primarily as a reminder to the user of the details of tools he is basically familiar with and has used before. It may, for example, be used to find a particular command option, or to remind the user of the syntax of the command. Quick Reference -- Telnet Quick Reference –Word 2007
