Hi list! (this is my first post.. sorry if my English is not so good). I've
the following problem:
I'm working as usability expert for an application related to medical
The application will be used in clinics by operators that interact with
patients personally or by the phone.
On of the requirements of my client, is to have an online help in the
application (with the intention to reduce calls to internal support).
I was arguing that this requirement is unnecessary, because I think that
users will not read the online help: they will be busy serving customers.
My point is that good communication and feedback in the UI will be more
Anyway, the client stills wants a help system included in the application,
so my question is:
How to design a good help system? (I mean not the typical manual page, but
something more effective for the context) Any advice or recommended reading?