Help and User Support

This chapter introduces help and support for users of human–computer interaction (HCI) systems,with a special focus on usability,inclusion,and sustainability. How to design help and support systems was discussed considering the requirements,avenues,and design procedures. Previous studies and their implications on the requirements of usability,inclusion,and sustainability were developed as learnability,efficiency,memorability,number of errors,level of user satisfaction,accuracy,availability,completeness,consistency,robustness,flexibility,and unobtrusiveness. Five avenues of user support and four design procedures were defined,quick help,task-specific help,full help,smart help,and help as a customer service. General design procedures for the help and support system are given,including user understanding,type determination,integration with the HCI,and adaptation. Nine specific types of user support systems were discussed in addition to their design guidelines,including online documentation,on-line tutorials,animated demonstrations,command-based assistants,smart assistants,online communities,offline help centers,chatbots,and live help/online chat. This chapter provides implications for researchers and practitioners in the design of help and support systems.