A persistent element that enables customers to contact Dell customer service by a desired means, or to otherwise gain immediate assistance. The options within the drawer are specific to a certain segment/branch within the site architecture.
The drawer is a fixed element at the right edge of the screen on larger breakpoints, and in the lower left corner of the screen on smaller breakpoints.
Transition time to open/close is 500ms.
The drawer proactively opens and closes according to timing rules determined by the product team responsible for sitewide implementation. Example timing rules:
If the user closes the drawer through direct interaction, then it no longer proactively opens for that session (although this value resets during Cart & Checkout).
Don't change any of the timing rules without first validating hypotheses through production testing!
When a user clicks the label tab, the drawer slides out to reveal several contact and help options.
When the user clicks the label tab a second time, or clicks the close X button, the drawer slides closed.
The drawer content is specific to the current segment/branch. For example: products For Home, products For Work, or Solutions & Services. Currently, all of the downstream pages within the segment will have the same content as the parent node, although a future goal is to provide the capability for making the content page-specific.
Content limits are minimum of 1 link, maximum of 4 links, plus an optional advertising/MDF area.
Links should be displayed in order of popularity. For example, chat is almost always first.
Each link should include an icon with supporting text. Clicking either element produces the same outcome for the link.
An optional introduction may precede the link list. This introduction can be personalized based upon page context and authentication. For example, "Hello Josh, do you need any help with laptops?"
If the drawer includes an optional MDF (inline marketing banner) at the bottom of its content, then don't remove this without approval from the legal department as doing so could cause a breach of contract.
The contact drawer is effective as a sitewide method for communication with Dell due to the consistency in its visual design and screen location.
Production testing validated that the best labels to accommodate all major use cases are "Contact Us" and "Chat or Call".
The proactive timing rules, transition time and all other behaviors related to the timing of the drawer should not be changed as they were arrived at through extensive testing.
Title case, 2-3 words maximum.
Do not combine actions in a label (exception: "Customize & Buy").
If standard labels don't fit the button's purpose, align label with the task the user is attempting.
Please refer to the Dell Technologies branding website, https://brand.delltechnologies.com/faq/#voice, for further information regarding call-to-action labels and usage.
To be determined.
The W3C Web Accessibility Initiative (WAI) develops standards and support materials to help you understand and implement accessibility.
Please follow the best practices for complementary landmarks from WAI-ARIA authoring practices 1.1.
You may refer to this example of a complementary landmark from WAI-ARIA practices 1.1.
You may also refer to these tutorials for complementary content from Web Accessibility Tutorials.