Short description

This page is an inventory of the available components used for help and general guidelines for when to use which.

Ideally, the interface in our digital services should be as intuitive and self-explanatory as possible. Preferably, fields and form elements should also be forgiving, i.e. allow the user to enter data in all common formats. But our customers are different when it comes to prior knowledge and digital maturity and some may need help at different times.

There are several options when it comes to providing help in the interface. This is meant to be a guide to choose the most appropriate component in the situation.

When to use help

The primary recommendation for when to provide help or guidance is: don't make it a problem if it isn't a problem. Try to define if it is a have to know or a nice to know thing. Only tricky situations should have help texts. To identify where, when and if the help is needed get the expertise from CX-writers as well as CX-designers.

What component should I use?

Currently there are 6 components in Design Library that are suitable for help.

1. Placeholder text inside an input field
2. Field instruction adjacent to an input field
3. Tooltip activated by contextual help button
4. Slide out/slide up activated by a contextual help button or a link
5. Wizard

In addition, we have the possibility to use FAQ and Support Corner to guide and help the customers.

Common situations when customers need help

Instead of focusing the question on which component, it is often better to focus on the type of user problem. Consider this list a suggestion and help to reason, rather than rules.

Explain wordings

A difficult or unusual word e.g. SNI-code, acquisition value.

Suggestion:

a) Field instruction
b) Tool tip

Interface is unclear

When the interface is unclear or not obvious, e.g. what format should I use for amounts, how many characters can I use in an input field, how do I filter a list.

Suggestion:

a) Field instruction
b) Tool tip

What is happening

Help to understand what is happening behind the scene, e.g. how does SEB process a loan application (comprehensive), when is the money deducted from my account (concise).

Suggestion:

a) Tool tip
b) Slide out/up

How things work

Educational help to understand how things work, e.g. laws, taxation rules, bank-id, UC.

Suggestion:

a) Tool tip
b) Slide out/up
c) Support corner

We inform on topics

Legal, various topics that we must inform the customers about even though they are not that interested, e.g. There’s a risk involved when you invest in funds. You might not get back what you put in.

Suggestion:

a) Tool tip
b) Slide out/up
c) Support corner. Customer questions such as How do I get Swish or How much does the credit cost are considered customer service questions and left out of the help categories.

Do's and don'ts

• Discuss help with different expertise; copy, design and business. Define if it is a have to know or a nice to know thing.