Field-Level Help in a Web Application

[asutton1]

I'm interested in hearing others' thoughts on implementing field-level help in Web applications. I'm defining field-level help as information regarding a control (or group of controls) on a web page that is displayed in a separate window from the Web application window.

Has anyone implemented this type of user assistance in a Web application? The examples I've managed to find break down into two camps:

1) The label for a field or control is a link that displays information in a separate window.
2) There is some kind of link separate from the field or control (either a small graphic question mark or a small text link) that displays information in a separate window.

Everyone please feel free to chime in your experiences, thoughts, and opinions on implementing this kind of Help in a Web based application.

Thanks!


Andy

[alpha3m]

that is extremely vauge, hence from my perspective, unanswerable. please provide more indepth information as to the specifics you are wanting to accomplish.

Maybe I can help then.

[asutton1]

Originally Posted by alpha3m

that is extremely vauge, hence from my perspective, unanswerable. please provide more indepth information as to the specifics you are wanting to accomplish.

Maybe I can help then.

Well, to start simply: do you have experience in designing or implementing user assistance at the field level within an web application? As an example, PayPal puts small question mark graphics near each field on their transaction forms. Clicking on this graphic opens a new browser window that displays information on the corresponding field.

I would like to implement this kind of user assistance, but am experiencing resistance from one of our developers who thinks that the limited benefits of implementing field-level help are outweighed by the visual clutter and added complexity.

[LazyJim]

Your collegue has a valid point but I think he underestimates the need for assistance in the field.

It is a big challenge to avoid detrimental effects on the usibility and experience of using the application, but worth it in my opinion.

Unfortunately I have never needed it, so have no experiences to share.

I think you may end up having to weigh up the proportions of users who in need of assistance, and the of users who don't need it yet are adversly affected by its presence.

Whatever you decide, a good idea is to count how many users get part way through the web form (or whatever application) and leave without finishing, and count how many get all the way through. Some of those that laeve half way through might just have changed their mind, but some will have hit a problem and left due to lack of help. This should give you some idea of the impact field level assistance has on your web application - especially if you can do a 'before and after' study (either in testing or over two implementation cycles).

Good luck and we'de (me at least) appreciate an update when you make a decision!

[alpha3m]

asutton1:

I see what your saying now. And yes, we have implemented things like this in the past. The majority of our visitors responded positively to this approach.

Others thought it was an over zealous way to make them complete the form. I didnt see this logic, but as we all know, the customer is always right. Regardless of mental capacity.

When we did our field-assistance implementation, we used a magnifying glass and stated at the top of the form, if you have any questions regarding a specific value needed, please click the magnifying glass for assistance. We had many users use this feature as to be certain of the answer we where looking for.

Overall, We've had good exprerience in this area and a strong response to its presense.

[LazyJim]

I have implimented a real-time validation feedback system: www.alpha-matrix-design.co.uk?section=contact

It's not assistance in the form of help, but it does give you direct immediat visual yes/no answer to the question "Have I completed this field correctly?"

I could expand it to be click-able and provide an explanation as to "why is the stuff I typed not valid?"