Help and feedback

Usage

Help content provides answers to user’s questions and concerns.

The ‘Help and Feedback’ pattern provides users with the necessary support and assistance during their interaction with a digital product or application. It encompasses various features and elements that allow users to assist, obtain guidance, and provide feedback, ensuring a seamless and satisfactory user experience.

Placement

Help content provides answers to common user questions about your app. Placing "Help" in easily accessible locations, such as the navigation drawer or overflow menu, ensures users can find it effortlessly. Consider adding a "Send Feedback" button to collect valuable insights from users.

Visible access to Kundservice for help and assistance

A - Find "Kundservice" (Customer Service) in the menu for quick help and assistance. B - Locate "Kundservice" in the footer, offering extended contact details.

Navigation Drawer

"Help" should be the last item in the navigation drawer, with "Send feedback" placed just above it. In our case at the SVS Online site we have it embeded at the Customer Service Portal.
This of course depends on your digital service and how much of feedback is needed. If the app includes "Sign out" in the navigation drawer, it should be the last item.

In this option, the link to the "Kundservice" (Customer Service) portal is labeled as "Help." We use different names for our customers than we do internally.

In our internal Design System, feedback is super important to have a system tailored to fit everyones needs so in this case we have the feedback visible in the right bottom corner always to ensure that we gather valuable feedback to maintain a living, up to date system.

Feedback

In the right bottom corner, you'll find the "Feedback" CTA, designed to be unobtrusive and not take up too much space or attention.

Feedback expanded

Hovering over the "Feedback" CTA expands it, revealing various entry options for providing feedback.

Help options

In addition to traditional help features, there are more options to enhance user support.

Chatbot

In addition to the "Help" section, we have a friendly Chatbot ready to assist users in real-time. Our Chatbot provides real-time support, answering frequently asked questions and offering valuable insights. Users can simply type their questions and get instant answers, making it a convenient and efficient way to find the information they need.

Contextual

Contextual help is utilized when information isn't crucial and can be concealed. It offers assistance without overwhelming the user experience.

Visible information

The info icon assists users in viewing essential information.

Icons

Do

Use (A) the 'help' icon when you need support with contextual dialogs and choose (B) 'the 'Info' icon when highlighting visible help or information.

Don't

Don’t use icon variations, be consistent.

Help to prevent gaming addicition

Promoting responsible gaming is a significant aspect of Svenska Spel's commitment. We prioritize measures to prevent gambling addiction and support our users in making informed choices.

Self-Test

Test your gaming habits make it a good habit to keep track of your gambling activities and

Gambling Pause

Want to Self-Exclude from gambling? Here, you can self-exclude from gambling with AB Svenska Spel or from all licensed gambling operators in Sweden.

Support Line

For Players and Family members for anonymous and free assistance on behalf of the Ministry of Social Affairs. Phone: 020-81 91 00.

Writing

Ensure Readability

To make content easily readable, use clear formatting techniques such as bold/medium headings, lists, and tables. Leave appropriate space between paragraphs to improve readability. When referencing elements that require user interaction, like buttons or links, consider highlighting their significance. This simple practice enhances user understanding and engagement.

Table

Table with distinct headings and descriptive labels for each piece of information.