Create self_service_design.md

kb/self_service_design.md

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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.