Improve the experience

Recently, Tom suggested that: if someone can figure out how to make help whallop the user with wonder and awe, it will be the creative innovation of the century. Once we begin to establish a standard and a precedence, people’s beliefs will change from feeling that “all help is useless and unimportant” to “the help at my company is exceptionally good and useful; I will explore it more often.” And I completely agree. But. Whilst he goes on to list ways in which the future of online help may expand – personalized help, feedback options, audiovisual options and such like – I think that is only one side of the coin. While, without a doubt I could work harder to …

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