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contextual-help-design

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Original

English
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Translation

Chinese

Contextual Help Design

情境化帮助设计

Design help that meets people where they are — on the screen they're stuck on, in language they understand, without requiring them to remember how they got there.
设计能够在用户所在场景提供的帮助——在他们遇到问题的当前页面，用他们能理解的语言呈现，无需让用户回忆自己是如何进入该场景的。

Core Principle

核心原则

If a user gets stuck, they should be able to get help without leaving the screen they're on.
如果用户遇到问题，他们应该无需离开当前页面就能获取帮助。

Design Patterns

设计模式

Inline Help

内联帮助

  • Tooltip or info icon next to fields that need explanation
  • Examples shown next to input fields ("e.g., 15/03/2026")
  • Help text visible by default for complex fields
  • Inline definitions for specialist terms (underline + tooltip)
  • "What's this?" links for uncommon concepts
  • 在需要解释的字段旁添加提示框或信息图标
  • 在输入字段旁展示示例（例如：15/03/2026）
  • 复杂字段默认显示帮助文本
  • 专业术语的内联定义（下划线+提示框）
  • 针对不常见概念的“这是什么？”链接

Guided Tasks

引导式任务

  • Step-by-step wizard as an alternative to complex forms
  • Examples of completed tasks (filled-in sample forms)
  • Templates or pre-built options alongside "start from scratch"
  • Progress-aware hints that change based on where the user is
  • 用分步向导替代复杂表单
  • 展示已完成任务的示例（填写好的样本表单）
  • 提供模板或预构建选项，同时保留“从头开始”选项
  • 基于用户当前进度提供动态提示

Escalation Path

升级支持路径

  • Self-service help (search, FAQ) as first option
  • Chat or messaging as second option
  • Phone or video as third option
  • Never require users to re-explain when escalating between channels
  • Show estimated wait times for human support
  • Never require a reference number to get help
  • 自助帮助（搜索、FAQ）作为首选选项
  • 聊天或消息沟通作为次选选项
  • 电话或视频沟通作为第三选项
  • 在不同渠道升级支持时，绝不要求用户重复说明问题
  • 显示人工支持的预计等待时间
  • 绝不要求用户提供参考编号才能获取帮助

Error Recovery Support

错误恢复支持

  • Error messages include: what happened + why + what to do next
  • Link directly to the field or step that needs fixing
  • Offer alternative paths when primary fails
  • For complex errors: offer human support directly
  • 错误消息需包含：问题内容+原因+下一步操作建议
  • 直接链接到需要修正的字段或步骤
  • 当主要路径失败时提供替代方案
  • 针对复杂错误：直接提供人工支持入口

Help Content Rules

帮助内容规则

  • Write at grade 4–6 reading level
  • Use the same terminology as the interface (not different words)
  • One instruction per step
  • Include images or diagrams for spatial or procedural instructions
  • Make help searchable
  • Test help content with people who have the actual problem
  • 写作难度控制在4-6年级阅读水平
  • 使用与界面一致的术语（避免使用不同词汇）
  • 每个步骤仅包含一项操作说明
  • 空间或流程类说明需搭配图片或图表
  • 帮助内容需支持搜索
  • 与实际遇到问题的用户一起测试帮助内容

Assessment Questions

评估问题

  1. Can users get help without navigating away from their task?
  2. Is help written in plain language that matches the interface?
  3. Can users reach a human within 2 clicks when self-service fails?
  4. Do help resources exist for the moments where users actually get stuck (not just the moments you anticipated)?
  1. 用户无需离开当前任务就能获取帮助吗？
  2. 帮助内容是否使用与界面匹配的平实语言？
  3. 当自助帮助失败时，用户能否在2次点击内联系到人工支持？
  4. 帮助资源是否覆盖了用户实际遇到问题的场景（而非仅覆盖你预期的场景）？