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New HELP/KNOWLEDGEBASE

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by

Lucie Winklerova

on 22 January 2016

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Transcript of New HELP/KNOWLEDGEBASE

New HELP/KNOWLEDGEBASE
in Webstudy
I have a problem/question..
HELP IS FOR PEOPLE, WHO HAVE SPECIFIC QUESTION...THEY DON´T WANT TO STUDY THE SYSTEM IN GENERAL
Elements of current HELP items
Webstudy knowledgebase
1. perspective of a user - HELP

2. perspective of support team
- Knowledgebase

In an ideal situation, no HELP would be necessary

all
buttons and icons
are intuitive or
described directly
on a screen
(no need to search for explanation) - as a tooltip or after hovering a mouse
every help item should be formulated

with accent on a specific problem/issue
How do I create a forum?
Where do I find my grades?
I cannot find my course...
Will you guess, how many user instructions are currently in Webstudy HELP and how much % take icon legend and button description?
User perspective
User perspective
On each screen,
first the context relevant topic appear

but I have a
search field
to type
if it is possible,
show me
,
don't describe
switch to student
search
HOW TO
how to understand a welcome screen (VIDEO)
how to change view to a student

TROUBLESHOOTING
I cannot find my course...
I cannot see course sessions..



Didn´t find a help - CONTACT US
I have no time -
don't make too long help items.
Show me only 1 item...if I need, I will look up for other topics
User perspective
Support Team perspective
Don´t force me to waste my time with formatting!
Give me a unique font, headlines and structure (best by designer :)
Pictures
allow me
insert pictures via link

enable to show solution
directly above a printscreen - active pictures (simple arrows, highlight..)

show me, in which help-articles my picture appears (easy changes)

if possible, don´t let me cut pictures and have too many, but enable only to
crop pictures
(and work with only several screens)
Different roles
I need to decide, who should find each particular help-article:
student/instructor/admin
(or divide only parts)

I need to
assign each help-article to specific screens
(context sensitive)
Tutorials and tips - nice to have
a possibility for an user
to learn something new
- he/she is not aware of "not knowing it"
small popup
, or simple information after login - user can switch it of
No duplicate information
Every help-article should be only once
in a database

we need many
small elements connected with each other

or so called
snippets
Title:
How to find my course

Active for
: student instructor admin

Content box
:
(simple RTF box)
insert picture (link)
/
crop picture/ insert video (link)/ insert link (or choose existing content)/
write/mark/ insert circle/ insert rectangle/ draw an arrow
look here you fool
Context sensitive?
x
welcome screen x timeline
(
choose all relevant screens
)

Type of help item
:
how to
/ troubleshooting/.....tutorial-tips and tricks (popup??)

Connect with other help-articles:
choose from list of existing help-articles

User feedback
: 100 25

Viewed:
2563x

Created:
6.1.2015
Last modification
: 6.1.2016

Related issues
: 5
See users comments
copy as-edit-delete article-publish
switch to student
Article- title:

How do I change a view to student?

See also
: What should I hide before students on my timeline?


Did this article help you?

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How many help-items are different for students/instructors/admins in current help system?
50% specific items for instructors
40,3% unified items for all users
9,7% items need different help approach
Did you know that there is a world outside?

Click here to learn more!
User perspective
Will that be problem for ADA?
search other topic...
statistic behind

Check the Example in Podio
8 various prototypes
of Help-articles for various roles in Webstudy
for 1 screen
(Dashboard =Welcome screen)
tranformed from 1
existing
context sensitive help page
(Welcome Page)

we used
only 1-2 printscreens
with different zooms and marks (role-specific)

no duplicate information
(avoiding risk of complicated administration of the system)
articles are
short
, they always
concentrate only on 1 problem
they are
related to each other
and to specific screens in Webstudy (context sensitive)
I tried to use some tags

3 different types: how to/roubleshooting/tricks
you can give
evaluation stars
to each article

it is
simple to prepare and to change
Full transcript