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HCI Lesson5 - User Support

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12 views3 pages

HCI Lesson5 - User Support

Uploaded by

brian.mwangi
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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USER SUPPORT

There is often an implicit assumption that if an interactive system is properly designed it will be
completely intuitive (obvious) to use and the user will require little or no help or training. This
may be grand ideal but it is far from true with even the best designed systems currently
available. A more helpful approach is to assume that the user will require assistance at various
times and design this help into the system

User support refers to a range of services by which designers provide assistance to users of
technology products such as mobile phones, televisions, computers, software products or other
electronic or mechanical goods. In general, user support services attempt to help the user solve
specific problems with a product (system)—rather than providing training, customization, or
other support services

The type of assistance users require varies and is dependent on many factors for example
• Familiarity with the system
• The task
• Age
• Expertise
• Among others

There are four main types of assistance that users require


• Quick reference-this is basically used as remainder to the user of the details of
the tools he is basically familiar with and has used before e.g. commands
previously used
• 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
• Full explanation-this is for more experienced and inquisitive users, which may
include information the user perhaps doesn’t want
• Tutorial help-for new users of a system and provides step by step instructions on
how to accomplish some task

Requirements of User Support


Users have different requirements for support at different times. User support should be
– available-can be accessed at any time
– accurate-matching the actual behaviour of the system
– Robust
– Complete-all system features must be covered
– consistent-different help should have the same things
– flexible-various solutions, not be rigid
– Unobtrusiveness-should not prevent the user from continuing with the normal
work or interfere.

Human Computer Interaction 1


Approaches to users support
• tutorial help-allow users to work through the basics of an applications without being
helped
• on-line documentation (integrated with application) for example word help
• written documentation (manuals or notices)-most common
• web-based documentation-use of video images
• Wizards and assistants-This are task-specific tool that leads the user thro’ the task step
by step using info’ supplied by the user in response to the question

End User Training


Even the very best solution developed using the very best of usability principles will fail if the
end user community does not accept it or understand how to use it. End user adoption is
critical to Usability Engineering success That’s why it’s important to plan an end-user training
strategy before you roll out new software, and make sure the plan is scalable so it can grow
with your company.

Setting Training Goals

• The first objective in providing software training for end-users is minimizing any
productivity losses associated with the software transition. This means you have to, as
quickly as possible, get them up to the skill level required to do their jobs at least as
quickly and accurately as they were doing with the old software (or manual methods).

• The second thing is to set the time frame for training. It’s important to be realistic about
the timeframes in which you expect to accomplish these objectives. These timeframes
will be dependent on the complexity of the new system as well as the number of users
who need training and their beginning skill levels.

Assessing End User Needs

• An important element in creating a training plan is to evaluate the technical skill level(s)
of those who will actually use the system on a daily basis. In many cases, software end-
users are not particularly technically savvy, but you may have different technical skill
levels within a group. It’s important in that case to provide different levels of training.

• Technical novices will need more focused, step-by-step instruction in basics, whereas
more skilled computer users will quickly pick up the basics and benefit from more
training that shows them how to use more obscure or advanced features of the
software.

Human Computer Interaction 2


• Attempting to train the two groups together will result in the novices being
overwhelmed and confused and the more skilled users wasting time that could have
been spent doing their work.

Training Delivery methods

The next step is to assess methods of delivering the necessary training. Again, there are several
factors to take into consideration:
– User skill levels as determined by your needs assessment
– Number of users to be trained
– Timeframe for rollout of the software (and whether you’ll be doing it in phases
or throughout the entire organization at once)

There are several different methods for delivering training, and you may want to use a
combination of these, especially in a large organization. They may include:

 Individual hands-on instructor--An instructor walks each user individually through the
process of performing common tasks and answers questions. This is the most expensive
method, although potentially the most effective.

• Hands-on classroom style instructor-led training--An instructor shows users how the
software works and how to perform common tasks, with users performing the tasks
themselves in a classroom/lab setting. Each user or pair of users has a computer on
which to practice. Classes of 15 to 30 are often effective.

• Computer Based Training (CBT)--CD-based or online (Web-based) self-paced training


which allows end-users to complete interactive lessons that walk them through the
processes of performing common tasks, and the software tests them on their
performance and understanding.

Creating a Training Program

End-user training is more effective and memorable if you tailor it to your own organization's
use of the system, rather than generic lessons. For example Microsoft Word instruction should
include examples of actual templates that your users will be using for their documents.

Some elements of the training plan should include:

• The purpose of the software.


• Tasks the user will complete with the software
• How it differs from previous versions or products it’s replacing (if applicable)
• Common problems users may encounter
• Security issues related to the software

Human Computer Interaction 3

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