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Chapter 12. Creating Customer Assistance... > Embedded Assistance—Labels, Tips, an...

Embedded Assistance—Labels, Tips, and Clues

If you're in the middle of ordering, and wonder how to fill out a slot in the form, or ask yourself what the choices mean, you may have to leave the order, go to the top of a FAQ menu, make a choice, read the material, realize it is not what you want, go back to the menu, choose another item, and, if it is relevant, memorize it, and then return, back, back, back to the form, to apply what you learned, if you can still remember it.

Design the interface as if the product will have no documentation.

Andrea Ames, Architecture and Design of Online Information for Information-Rich User Interfaces and User Assistance


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