kb/self_service_design.md

# 📘 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.