# How to design discovery for support

## 👋 Introduction

Getting this right will reinforce the user’s trust in your product. If Support is hard to access in a moment of frustration for the user, you risk losing the user.

<figure><img src="/files/k9VFSdTBuKX1NWvoumaI" alt=""><figcaption></figcaption></figure>

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## 1️⃣ App level

### Make it easy to find

This doesn’t have to be an area to innovate.

1. **Mobile:** Place it in your Profile settings.
2. **Web:** Make it a floating action button, place it in a sidebar, or in the top right hand—any place visible to the user regardless of what screen they’re on.

<figure><img src="/files/9oUYKh6bOIxI8Tbl3RIX" alt=""><figcaption></figcaption></figure>

### **Use recognisable icons**

Use icons that correspond to the type of Support you’re offering.

<figure><img src="/files/ISzHAyXKPlb3f9ZVcHE8" alt=""><figcaption></figcaption></figure>

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## 2️⃣ Feature level

### Identify features where a user is likely to require Support

1. Time-sensitive actions (Eg: UPI payment)
2. Actions that trigger background operations (Eg: Food delivery)

**More examples:** shopping online, making payments to peers/merchants, scheduling accommodation, making travel bookings, and hailing rides.

Use the context you already have about this feature to narrow down the issue more quickly.

<figure><img src="/files/i9XYHxmbWBz9iNM6y2lA" alt=""><figcaption></figcaption></figure>

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