In-App Guidance

In-app guidance refers to the instructions and tips provided within an application to help users navigate and use its features effectively. This page explains the differences between Pendo and Forge and when to use each for in-app guidance.

The objective of in-app guidance is to call out or draw attention to any new or novel (permanent or transient) information or feature, and help the user assimilate it into their understand of the application or its content.

Pendo in-app guidance provides personalized, contextual support directly within an application, helping users navigate features, complete tasks, and maximize their experience. This tool enhances user onboarding, adoption, and retention by delivering timely, relevant assistance without leaving the app.

Click here to learn more about the athenaOne InApp Pendo Program.

Forge

Pendo

Long term or permanent - If you know that your needs are not for a temporary call-out or announcement, meaning it will be needed for the foreseeable future, use Forge components. Requires development. Since this constitutes a change in the product, Forge components will require a developer to implement.

Temporary - If your need is for a fixed amount of time, and will be removed after that point, use Pendo. Pendo items run for some number of months and then are removed. No dev needed. Pendo items are configured, rather than programmed. They are managed by the Pendo team and are not a change to the product code. Pendo can also be used for iterative content, which can bridge the gap while functionality is being developed.

Forge provides a rich set of components for in-app guidance when a long-term/permanent solution is warranted. Below is a snapshot of Forge components related to in-app guidance and what each is for. Clicking on the component names will take you to the respective page where you can find more information:

• Badge: Draws user focus to an interactive element on the page that has new or updated items. It’s often used to notify users of unread messages or alerts.
• Banner: Notifies users of an issue or status that affects an app, page, or section. It can be used to communicate all Forge alert types.
• Form Error: An alert that displays a message to draw attention to a particular error on an input. This should always be used with an input like component (ex. multi field) and should not be used as a standalone error.
• Indicator: Draws user focus to an item on the page, differentiating it from other items. Indicator calls attention to new, unread, recently updated, or otherwise noteworthy items.
• Inline Alert: A non-blocking notification that displays a message and draws attention to a specific part of the screen. It’s the lowest emphasis level of alert.
• Popover: Appears over the main content on the page. It provides helpful information that doesn't need to appear on the page itself. It’s often used for long helper text or contextual instructions that don't need to be visible until users focus on a specific page element.
• Signpost: A non-blocking message that shares helpful information or guides users through a process. It isn’t used for alerts or error messages, and it can’t be dismissed.
• Toast: A temporary, self-dismissing notification triggered by user actions or system updates. It displays low-priority messages with minimal disruption. Toast can be used to communicate all Forge alert types except for Critical.
• Tooltip: Provides context for an item. It’s often used to display a hint or definition as users hover over an element.

In addition to the components mentioned above, there are a number of icons in the Forge set to support in-app guidance. Some of these icons are an inherent part of the components, while others are used for additional information. All icons come in both 16x16px and 24x24px sizes. With the exception of the alert icons with colored backgrounds, each icon set comes in black, white, grey, and blue.

• Colored – have solid color background
  • New (white four-point stars on teal /new/ circular background) – also known as the “sparkle” icon, this icon is used to indicate a new feature in order to draw attention to it.
  • Help (white ‘?’ on purple /info/ circular background) - Indicates extensive help is available and implies that a more sophisticated means of resolving the problem is being offered. The information is usually delivered in a linked space.
  • Info (white ‘i’ on purple /info/ circular background) - Indicates that some additional explanatory information is available, but not an extensive help system. The information is usually delivered in the form of tooltip.
  • Success (white checkmark on green /success/ circular background) - Represents successful / completed task.
  • Attention (black ‘!’ on yellow /attention/ circular background) - Indicates an alert or warning (Note: Use Critical icon for patient safety and other high importance warnings)
  • Critical (white ‘!’ on red /critical/ triancular background) - Indicates warning of very high importance (e.g., patient safety)
  • Emergency (red ‘+’ on white circular background) – This is like Critical, but more severe and specifically related to patients safety
  • These icons are integrated into the following components:
    • Accordion
    • AccordionItem
    • Banner
    • FormError
    • InlineAlert
    • Toast
• Standard sets of black, blue, grey, and white icons.
  • These mean the same thing as their alert counterparts and are designed for use in Buttons and other non-alert scenarios where it’s acceptable to reduce their visual impact. They include Attention, Attention simple, HelpButton, HelpSimple, InfoButton, and InfoSimple.
• Non-alert in-app guidance icons
  • Bolt – indicates an automated process. This includes things that the software will do automatically without asking, as well as features that require user initiation to trigger, such as generative AI.
  • Palm - Used to indicate the need to pause, wait, or discontinue an action.
  • NotAllowed - Identifies if an item or service is either not allowed or not available.