In my latest article on UXmatters, Five Degrees of User Assistance, I bring up a character that people love to hate – Clippy, of course! Although I do have sort of a soft spot for the little guy, he is a great example of unwanted user assistance.
Poor Clippy! It really wasn’t his fault, he came along at a time when computers were too stupid to accurately predict when people needed help. Programmed to jump out when certain events occurred, to enthusiastically offer his assistance, instead he came across as an unwanted interruption and annoyance.
Today, as technology becomes increasingly intelligent, computers are smart enough to provide more appropriate and more accurate user assistance. In my latest article I describe these five levels of user assistance:
- Passively providing online Help content. Here’s help if you need it.
- Asking if the user needs help. Can I help you?
- Proactively offering suggestions that users can accept or ignore. Is this what you want, or do you want to correct this?
- Alerting the user that it’s going to take an action automatically, unless the user says not to. I’m going to do this, unless you tell me not to.
- Automatically taking an action for the user, without asking for permission. I’ve got this for you. Don’t worry about it.
Check it out at UXmatters: Five Degrees of User Assistance