User Ed - The blog of Ed Price, Customer Program Manager

User Ed is a Microsoft blog written by a Customer Program Manager, Ed Price. Ed enjoys Customer Engagement, Experience Design, TechNet Wiki, and general education around Microsoft products.

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  • Blog Post: Patterns Determine Decisions (microwaves are EVIL!!!!)

    This is Day 7 of 30 Days of Integrated Assistance . Rush hour Have you ever noticed that when you do something regularly, you develop a pattern? Yeah, I know, I’m a genius, but think about it. You build habits and routines. You take the same exit on your way to work. You drive the...
  • Blog Post: Confusion is GREAT!!!

    This is Day 6 of 30 Days of Integrated Assistance . Confusion is a good thing. I look for it and ask people about it whenever I see it. If I can identify what the confusion or mistake is, then I can identify a solution. Sure, confusion means there’s something wrong, but it’s also an...
  • Blog Post: Solicited & Sought Content (the peanut butter and jelly of integrated assistance)

    This is Day 5 of 30 Days of Integrated Assistance . This is the third part of my discussion on Solicited and Sought Content. We went through Solicited Content (remember Clippy? now forget him) and Sought Content (RTFM – read the fascinating manual) . Now we’ll look at both types of...
  • Blog Post: Sought Content (RTFM – read the fascinating manual)

    This is Day 4 of 30 Days of Integrated Assistance . The customer must be able to seek and find content at any time. Providing customers with the basics of what they require is the least that we can do. It doesn’t have to be a ton of content. It just has to be enough to answer their basic questions...
  • Blog Post: Solicited Content (remember Clippy? now forget him)

    This is Day 3 of 30 Days of Integrated Assistance . So now that we’ve established that no help is the best kind and that your elevator is a labyrinth of Integrated Assistance solutions (IAS), I’d like to divide the types of IAS and Help in half (I’ll use other divisions later). ...
  • Blog Post: The best help is NO HELP!!! (what is integrated assistance?)

    This is Day 1 of 30 Days of Integrated Assistance . The best Help that users can have... is none : It’s a better user experience if users never have to use Help . While that is ultimately impossible, the degree to which that is true can always be increased. Rather than sending users to find...
  • Blog Post: Integrated Assistance... and your elevator

    This is Day 2 of 30 Days of Integrated Assistance . Ingegrated Assistance is not unique to software. The more we see it in everything around us, the easier it is for us to automatically implement it into our user interface (UI) designs. For example, let's take a look at an elevator. 1. Floor...
  • Blog Post: 30 Days of Integrated Assistance

    Here are 30 days of Integrated Assistance, one day at a time. Why 30 days? 1. The best help is NO HELP!!! 2. IA and... your elevator 3. Solicited Content 4. Sought Content 5. Solicited and Sought Content 6. Confusion is GREAT!! 7. Patterns Determine...
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