A Helping Hand

An order wasn’t completed and the user wants a refund. The user is confused about how to switch to dark mode. Or the user wants to use a feature but can’t figure out how.

The ideal scenario is that nothing ever goes wrong (in your app and in the world), but that's not how things go. You can’t avoid a user getting frustrated, but you can help them when that happens. That’s why getting your help and support experience right matters.

1. Make it easy for them to get to the Help Center or the Support home.

2. At the Help Center, surface their recent activity, design a quick search experience and create categories that make sense to the user.

3. And finally, make sure your Help Articles are actually helpful. Make them specific, address who, what and how, and make the article scannable.

We've written how-to guides for each of these:

🔍 How to design discovery for support​

🖊️ How to write good support articles​

🤝 How to design a support home

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We found some interesting articles from companies that get customer support right:

1. ​Zendesk wrote about why companies need to get their self-serve support experience right ​

2. ​Spotify wrote about how they design for customer support on their blog​

3. ​Intercom wrote about how they redesigned their Messenger​

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​Until next time!