- When new users first launch. an interface
- As novice users as they gain proficiency (most relevant for complex applications)
- When existing users encounter a new or redesigned interface

University of Virginia, Charlottesville

- Provided before the user has encountered a problem to prevent issues
- Includes onboarding tutorials and contextual tips
- Aim is to familiarize users with an interface

What Is Proactive Help?

https://www.nngroup.com/articles/help-and-documentation/

Help and Documentation: The 10th Usability Heuristic

When Proactive Help is Used

Proactive help comes in two forms, push revelations and pull revelations. The difference between these relies on whether they are individualized to the user’s context and likely to be related to the current user goal.

Two Types of Proactive Help

- Keep proactive help short and to the point
- Favor pull over push revelations
- Push revelations should be easy to ignore (e.g., by dismissing them)
- Users should be able to find the information again elsewhere on the site (shouldn't just pop up once then disappear forever)

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