Rich Media Help Area Didn’t Work Out for Users

28 Aug
Street Map Metaphor for Site Experience

I sketched a series of these to demonstrate how Rich Media Help Content may have been instructive - but, it wasn't getting the user any closer to the features of the site that they actually needed. The videos and other animated content really needed two key things, really...first, they needed to be used in a "guided navigation" sense, getting the user "there" while instructing users how to use the features. Next, 3 topics just wasn't cutting it. An optimal application of the approach would have more topics and smaller, easier-to-swallow help content.

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