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| # 📘 5. Designing a Self-Service Experience That Customers Actually Use | |
| *UX, findability, search optimization, user behavior* | |
| A great self-service experience feels effortless. | |
| --- | |
| ## 1. Reduce Cognitive Load | |
| Use: | |
| - Clean layouts | |
| - Clear headers | |
| - Minimal text | |
| - Strong search | |
| --- | |
| ## 2. Optimize Search | |
| Enhance search with: | |
| - Autocomplete | |
| - Error tolerance | |
| - Synonym mapping | |
| - Product-based filters | |
| --- | |
| ## 3. Use Behavioral Insights | |
| Users tend to: | |
| - Skim | |
| - Avoid long text | |
| - Search for “their step” | |
| - Abandon quickly | |
| Design accordingly. | |
| --- | |
| ## 4. Design for “Oh no…” Moments | |
| Troubleshooting should feel: | |
| - Calm | |
| - Clear | |
| - Supportive | |
| Use screenshots, GIFs, and highlights. |