- Haggai Mark <hmark@cisco.com>
- Web-based Coach for Web-based Applications
- Description
- In order to help users succeed in performing various tasks afforded by a
web-based application, as well as provide an effective on-line training
vehicle, it was decided to build a web-based "coach" system to provide
step-by-step help for these tasks.
- The way the coach works, is that it presents to the user a list of tasks
that can be performed with the application, and when a user selects a task
he or she want to perform, the coach lists a "task path" -- a list of the
individual steps to accomplish the task.
- So far, this is not really a new concept; it is somewhat similar to
Microsoft's "Training Cards" found in Windows95. User performance and
training really get a boost if the coach is actually capable of showing the
user how the particular steps are done. In other words, the coach can
manipulate the application and actually perform each step in the task path
(a-la "show me" or walk-through).
- It is hoped that the coach listing the tasks, breaking into a sequence of
steps, and being able to perform the steps "right before the eyes" of the
user, will provide both training on the application, as well as be an
excellent job-aid, significantly increasing on-the-job performance.
- Challenges
- There are several UI and engineering challenges which need to be solved in
order to make this coach approach effective:
- Some screen real-estate, which is at a premium anyway, needs to be
allocated to the coach, listing the application tasks and steps.
- Since the coach is actually manipulating the web-based application
(showing the user how the tasks are done), the steps have to be "in sync"
with the application, not confusing the user as to what is happening within
the application, and why.
- Since some of the steps within a task may be sequence-dependent and some
may not, it is important to impose structure/sequence where necessary, but
allow user flexibility where it's not.
- Although this coach approach is very procedure focused, providing task
help (or help on the HOW), it needs to provide some elements of traditional
on-line help, such as, descriptions, explanations, background and concepts
(or help on WHAT and WHY). This has to be a seamless integration.
- Feedback to the user as to which task they are performing, which step
within the task is being performed, was the step successful or did it fail,
does a user need to provide some additional input or make a decision, etc.,
needs to be provided at all times.
- The coach should support web-based applications which are cross platform.
- The coach approach should be generic and applicable to a family of
web-based applications.
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