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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.
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## 1. Reduce Cognitive Load
Use:
- Clean layouts
- Clear headers
- Minimal text
- Strong search
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## 2. Optimize Search
Enhance search with:
- Autocomplete
- Error tolerance
- Synonym mapping
- Product-based filters
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## 3. Use Behavioral Insights
Users tend to:
- Skim
- Avoid long text
- Search for “their step”
- Abandon quickly
Design accordingly.
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## 4. Design for “Oh no…” Moments
Troubleshooting should feel:
- Calm
- Clear
- Supportive
Use screenshots, GIFs, and highlights. |