ONboarding and help
Video explanation
Problem
Users have trouble understanding new information and trusting the new app. The issue is specialy concerning at the points where users have to follow specific multiple step instruction in order to successfully finish the task (eg. install a digital wallet).
Solution
Users are offered an explanation in the form of a short video, which facilitates the transfer of data and increases users confidence in using the application. The messages are transmitted visually, and at the same time it is easy to show the steps of the process to user. Pattern can be used in a mobile or web application. When used in mobile applications, the speed and data limitations for video transfer should be considered.
Frequently asked questions is a pattern that includes the same content in different form of presentation. Onboarding is similar pattern, differenting only by the location of its use (onboarding is used strictly as user enters the application or functionality for the first time, while video explanation can be used at any point in application).
Literature
L. Zavolokina, N. Zani, and G. Schwabe, “Why Should I Trust a Blockchain Platform? Designing for Trust in the Digital Car Dossier,” in Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 2019, vol. 11491 LNCS, pp. 269–283.
