Design Pattern 4 - Inline help

Michael Dain, Monday, April 7, 2008 @ 2:15 pm

I just had quite an enjoyable spring break trip with the family to Washington DC. For a town with lots of visitors, it was important to help people manage the different ways to get around, or more importantly get out of the way of the residents. Among many places, within the beautifully designed metro stations, there was often voice over assistance on different helpful topics. While I was surprised at the lack of multi-language support amongst these alerts, there was a particular custom that made me think of a similar pattern in software design, the help system.

Often designed separately, help in software systems is almost always out of sight of the actual user experience, and thus out of mind. On my projects I make it the habit to make room for, and design with inline help in mind. Inline meaning the help topic is written out on the page next to the area where it will be consumed. I find it keeps people from having to take fingers off the keyboard and mouseover a "?" icon to see if it anything helpful is there hiding. During planning, if the final text is missing, placeholder text is substituted. It helps show the developers that labels alone cannot help users determine how to proceed with completing the task. It also reminds us of what kind of help will be needed eventually in each interaction. I'm surprised at how much reaction it spurns in design meetings and helps clarify confusing procedures amongst other benefits. In short, the pattern is to provide some help where we are looking, rather than make users hunt, or worse, ask for it.

Back to DC, in the Smithsonian, as well as the metro, there are many escalators, and if you pay attention to the voice over, the helpful message is to "stand on the left and walk on the right". Having been plowed into more than a dozen times by people trying to get past me, it finally dawned on me that this is lacking inline help. I took this (blurry) picture in the Smithsonian, which it had two footprints on each side of the tread. The 'help' actually contradicted the rule. With some bad photoshop I erased the footsteps to the version shown here. While reminiscent of some ancient dance chart, I thought if this was the way it was stenciled, that people pick up on the intended behavior because it is where their focus is, not on the announcement, but on their feet.

user experience design

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1. 

   I like the idea but your design is backwards. This could lead to serial bludgeonings from over-caffeinated staffers. Picture Naomi Campbell turning into The Incredible Hulk, but in kicky pumps and thumbing a blackberry. Stand right, walk left.

   Comment by Todd, Monday, April 7, 2008 @ 6:15 pm

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