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Effective User Assistance for Mobile

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Mrini Gorla

on 25 September 2013

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Transcript of Effective User Assistance for Mobile

Statistics
Mrini Gorla
Effective User Assistance for
Mobile Devices

The mobile device will be the primary connection tool to the internet for most people in 2020 – Pew Research
By 2014, 208 million tablets will be sold worldwide – Forester Research
Mobile app revenue was $10.2 billion in 2010, and will grow to over $100 billion in 2015 – Forester Research
The most expensive item sold via eBay’s mobile app was a 1985 Piper Malibu airplane for $265,000

Planning for Content Strategy
Know your Mobile Users
What, Why, Where, How, and When
Users with urgent needs
Users with short timeframes
Use cases based on personas
User survey
Mobile Usage Analysis
50% of smartphone users use the mobile from their couch, 90% use it from home.
80% use mobile during miscellaneous downtime
76% use mobile while waiting in queues or for an appointment
62% use mobile while watching the television
69% use mobile for point of sale research
Searches on mobile device takes 3X more time than on desktop
89% users seek quick information
40% users have moved to competitors after a bad experience with mobile app
What is Content Strategy?
Practice of planning for the creation, delivery, and governance of useful usable content.

Kristina Halvorson
Author: Content Strategy for the Web

Define your Mobile
Content Strategy
Understand your mobile device and application
Plan your content to match users' personas
Plan how you will deliver the content

User Assistance Guidelines
Consider screen space
Use small chunk of meaningful information
Defer secondary content
Use simple language
Use graphics sparingly
Examples of User Assistance
Overlay
Embedded
Tips
Guided
Discoverable
Hosted
Voice or Video

Overlay
Embedded
Tips
Voice and Video
Guided
References
http://www.vonagemobile.com/support/vonagemobile/tutorials.php
http://developer.android.com/design/patterns/help.html
http://simulator.tesco.wdsserve.com/vdevice-tesco/actions/device/apple_iphone_3gs
http://www.g2meyer.com/gallery/main.php?g2_itemId=6108
http://developer.apple.com/library/ios/#DOCUMENTATION/UserExperience/Conceptual/MobileHIG/Introduction/Introduction.html
http://www.g2meyer.com/gallery/main.php?g2_itemId=5304
http://welinske.com/creating-voice-help-for-windows-phone-apps/
http://karenmcgrane.com/category/content-strategy/
Book References
Content is Currency: Developing Powerful Content for Web and Mobile, Jon Wuebben, Nicholas Brealey Publishing, 2011.
Content Strategy for Mobile, Karen McGrane, A Book Apart, 2012.
Designing Mobile Interfaces, Steven Hoober and Eric Berkman, O’Reilly, 2012.
Developing User Assistance for Mobile Apps, Joe Welinske, WritersUA, n.d.
Go Mobile, Jeanne Hopkins and Jamie Turner, Wiley, 2012.
Head First Mobile Web, Lyza Danger Gardner and Jason Grigsby, O’Reilly, 2011.
Mobile Design and Development: Practical Concepts and Techniques for Creating Mobile Sites and Web Apps, Brian Fling, O’Reilly, 2009.
Mobile Design Pattern Gallery, Theresa Neil, O’Reilly, 2012.
Mobile First, Luke Wroblewski, A Book Apart, 2011.
The Mobile Frontier, Rachel Hinman, Rosenfeld Media, 2012.
Mobile Usability, Jakob Nielsen and Raluca Budiu, New Riders, 2013.

Discoverable
Hosted
Agenda
Planning a Content Strategy
Guidelines for User Assistance
Examples of User Assistance
Your plan for delivering what your mobile users want – and what they actually need.
Examples
Instruction
Illustration
Progress Message
mrini.gorla@adp.com
mrini.gorla@gmail.com
Senior Project Leader
ADP, Hyderabad
90000 15564

THANK YOU
User Personas
Full transcript