2️⃣How 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.

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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.

Use recognisable icons

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

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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.

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